DYOPATH

• Monitor and triage alerts across security, network, systems, and cloud environments. • Perform initial troubleshooting and document findings clearly. • Escalate incidents to SNOC Engineer II or senior teams when resolution exceeds Tier I scope. • Follow established Standard Operating Procedures (SOPs) for routine tasks. • Maintain accurate and thorough ticket documentation. • Assist with updating SOPs and knowledge base articles. • Support operational reliability through consistency, communication, and teamwork. • Performs initial review of security alerts and escalates indicators of compromise. • Assists with monitoring SIEM and EDR alerts. • Follows predefined workflows for triage and documentation. • Supports proactive security initiatives through data collection and basic analysis. • Works with Engineer II team members to learn investigative techniques. • Collaborates with internal teams as directed for remediation actions.

• Define and deliver a multi-year technology strategy aligned to growth, customer outcomes, and operational excellence. • Turn executive priorities into clear, executable roadmaps and ensure they are delivered. • Own and evolve our service catalog (offerings, SLAs, pricing, packaging). • Partner with Sales and Marketing to bring solutions to market that resonate and sell. • Manage budgets, forecasts, and investment strategy. • Align technology decisions to ROI, margin, and long-term growth. • Provide senior sponsorship for the cybersecurity program. • Partner with cybersecurity leadership to shape risk posture and roadmap. • Drive S/NOC performance, SLA delivery, and incident response. • Build a culture of accountability with metrics that matter. • Lead enterprise architecture across cloud, data, networking, and integration. • Act as a trusted advisor to internal leaders and clients. • Build a culture of ownership, accountability, and continuous improvement, and develop the next generation of leaders.

• Lead execution and contribute to the development of an enterprise-wide cybersecurity strategy aligned to business objectives • Develop and maintain a cybersecurity roadmap addressing evolving threats, regulatory needs, and growth priorities • Establish and oversee security policies, standards, and frameworks (e.g., NIST, HIPAA, ISO 27001, SOC 2) • Identify and manage organizational risk, advising leadership on risk posture and mitigation strategies • Serve as a customer-facing cybersecurity leader in sales, presentations, and executive discussions • Oversee internal cybersecurity programs, vendor risk, and compliance initiatives • Partner with delivery and product teams to embed security into services and solutions • Manage cybersecurity vendors, partners, and service providers • Build a culture of security awareness, continuous learning, and proactive risk management • Mentor teams and influence cross-functional collaboration across engineering, operations, and leadership

Role Description Join DYOPATH as a Service Desk Level 2 Analyst. Are you the go-to problem solver when tech issues get complicated? Do you enjoy digging deeper, mentoring others, and delivering high-quality solutions? DYOPATH is looking for a Service Desk Level 2 Analyst who thrives on resolving complex technical challenges, supporting team growth, and ensuring an exceptional user experience. Your Mission as a Service Desk Level 2 Analyst: - Provide advanced technical support for escalated issues across desktops, laptops, printers, mobile devices, software, and networks. - Troubleshoot and resolve complex incidents, escalating to specialized teams when necessary. - Identify root causes of recurring issues and partner with IT teams to implement solutions. - Mentor and support Level 1 analysts, helping improve troubleshooting and customer service skills. - Ensure timely, accurate resolution of tickets while maintaining a high standard of customer satisfaction. - Conduct follow-ups with users to confirm issues are fully resolved. - Continuously expand your technical expertise through certifications and hands-on learning. - Contribute to special projects and initiatives to improve service delivery. Qualifications - Associate or Bachelor’s degree in Computer Science or a related field preferred. - Preferred certifications (or working toward): - HDI Support Center Analyst (HDI-SCA) - ITIL Foundation - Microsoft 365 Certified: Fundamentals - Microsoft 365 Certified: Endpoint Administrator Associate - 2–4 years of technical support experience, with at least 1 year in a service desk environment. - Strong customer service skills with the ability to translate technical issues into simple terms. - Advanced proficiency with: - Windows operating systems - Microsoft Office - Network troubleshooting - Experience with remote support tools and technologies. - Familiarity with ITIL or similar service management frameworks. - Strong analytical and problem-solving abilities. - Ability to manage multiple priorities and work both independently and collaboratively. Benefits - Purpose with Passion – Our L.O.V.E. philosophy—Living Our Values Every Day—makes your work meaningful. - Grow & Thrive – We invest in your certifications, skills, and long-term career development. - Award-Winning Culture – We’re known for delivering top-tier IT service—and that excellence starts internally. - Collaborative & Supportive Team – Work with smart, driven teammates who celebrate wins together. Company Description DYOPATH is committed to a work environment free of all forms of discrimination. DYOPATH recruits and hires without regard to age, color, disability, gender, gender identity, genetic information, marital status, military status, national origin, race, religion, sexual orientation, veteran status, or any other legally protected characteristic.

• 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

• Serve as the primary technical point of contact and client liaison, owning the end‑to‑end technical partnership between DYOPATH and assigned customers. • Perform comprehensive discovery of client environments during onboarding to ensure a complete understanding of infrastructure, systems, and risks. • Develop strategic technology recommendations that advance IT maturity and support long‑term business objectives. • Provide expert guidance on technologies and managed services that help clients gain a competitive advantage. • Collaborate across DYOPATH departments to address service requests, escalations, billing concerns, and relationship matters. • Partner closely with Account Management and Solution Engineering to scope opportunities and participate in technical discovery and planning calls. • Manage service levels through ongoing collaboration, feedback, and identification of training or improvement opportunities. • Conduct regular risk assessments, helping clients identify, prioritize, and mitigate technology risks. • Own and manage escalations and quality incidents, including root cause analysis and corrective action planning. • Act as the key technical contact during major incident and problem management events. • Ensure DYOPATH delivers agreed‑upon value, metrics, and outcomes—and that customer perception aligns with performance data. • Resolve complaints proactively and track all processes related to client satisfaction and expectations. • Maintain a structured cadence of onsite visits, remote check‑ins, and internal alignment meetings with DYOPATH stakeholders.

• Provide second‑level support for technical issues involving desktops, laptops, printers, mobile devices, software, and networks • Troubleshoot and resolve complex incidents, escalating when appropriate • Identify and resolve underlying problems affecting IT systems and services • Mentor and guide Level 1 analysts, assisting with incident resolution and skill development • Ensure timely and accurate resolution of all technical issues • Conduct follow‑up with customers or employees to support satisfaction and continuity • Continue building your technical skill set through training, certification, and self‑directed learning • Participate in special projects that enhance service delivery and IT operations

• Oversee day‑to‑day accounting operations while performing core accounting functions, including month‑end close, journal entries, and reconciliations. • Review team deliverables for accuracy and timeliness. • Support audits and tax compliance. • Partner closely with finance leadership to improve processes and internal controls. • Provide day‑to‑day oversight, coaching, and development of accounting staff. • Maintain the monthly close calendar and checklist to ensure timely close. • Prepare and review monthly financial statements and department‑level reporting. • Support third‑party tax preparers and respond to audit and tax inquiries. • Identify and drive opportunities for process improvements and standardization.

• 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

• Detect and respond to security threats across network, systems, and cloud environments. • Troubleshoot and resolve complex technical issues, performing root cause analysis to prevent future incidents. • Act as an escalation point for unresolved alerts/issues. • Mentor SNOC Engineer I team members and assist with technical development. • Create and improve Standard Operating Procedures (SOPs) and knowledge base documentation. • Collaborate on projects to integrate new technologies and improve reliability. • Support compliance initiatives (CMMC, SOC 2, ISO 27001). • Investigates and responds to complex security alerts (lateral movement, privilege misuse). • Performs root cause analysis and recommends remediation actions. • Maintains and tunes SIEM and EDR detections to improve accuracy. • Supports proactive security initiatives (threat hunting, detection engineering). • Mentors Engineer I in effective triage and investigative techniques. • Collaborates with clients and internal teams on remediation plans.