[Remote] Service Desk Level 1 Analyst (Mexico)

Note: The job is a remote job and is open to candidates in USA. DYOPATH is looking for a Service Desk Level 1 Analyst who is motivated, eager to learn, and committed to delivering exceptional technical support. The role involves providing first-level support for various technical issues and ensuring timely resolution of service desk requests while contributing to a collaborative team environment.

Responsibilities

• Respond to incoming phone calls, emails, and chat messages requesting technical support
• Log all service desk interactions in the ticketing system
• Provide first-level support for desktop, laptop, printer, mobile device, software, and basic network issues
• Resolve technical issues when possible and escalate when necessary
• Ensure timely and accurate resolution of all service desk requests
• Conduct follow‑up with customers or employees to ensure satisfaction
• Continuously improve technical skills through training, certifications, and self‑directed learning
• Participate in special projects as assigned

Skills

• High school diploma or equivalent required
• 1–2 years of experience in a technical support role, preferably in a service desk environment
• Strong customer service skills with the ability to explain technical information to non‑technical users
• Proficiency with Microsoft Office, Windows operating systems, and basic network troubleshooting
• Ability to work independently and as part of a team
• Excellent problem‑solving and analytical abilities
• Ability to manage multiple tasks and prioritize effectively
• Associate or bachelor's degree in computer science or related field preferred
• Relevant certifications (or pursuing): HDI Support Center Analyst (HDI‑SCA), ITIL Foundation, Microsoft 365 Certified: Fundamentals, CompTIA A+
• Knowledge of ITIL or similar frameworks is a plus

Benefits

• Savings / Monthly 13% cap
• Pantry Vouchers 9% deposited every month
• Christmas Bonus: 25 days of your daily income
• Vacations - 12 days after the first year
• Anniversary Bonus - 10 days of base salary
• Vacation Premium – 40% first year
• Major Medical Insurance covers you and your immediate family
• Life Insurance
• Quarterly Bonus
• Marriage or Bereavement Time off
• Maternity/Paternity Time off
• Ergonomic Chair
• 250 pesos monthly stipend for internet and electricity

Company Overview