Additionalinformation

Additional Information

SKILLS CRITICAL FOR SUCCESS:

• Clear Communicator & Active Listener: Explains technical solutions in simple, non-jargon language and listens carefully to understand user needs, confirm expectations, and verify problem details before acting.
• Empathetic & Person-Centered Approach: Builds rapport with a diverse workforce including staff with accents, language barriers, or varying tech comfort levels by showing genuine care and respect in every interaction.
• Adaptable & Flexible: Thrives in a dynamic environment with frequent changes, such as acquisitions, cloud migrations, system transitions, and varied workflows across locations and time zones.
• Strong Problem-Solver with Escalation Judgment: Quickly identifies issues, recreates problems to understand root causes, determines when an issue is beyond first-level scope, and escalates efficiently without delay or over-escalation.
• Organized & Detail-Oriented: Manages high volumes of tickets, calls, walk-ins, and documentation with accuracy, ensuring clear records, thorough follow-through, and consistent quality.
• Prioritization & Time Management: Balances incoming calls, open tickets, documentation, and urgent requests in a steady workflow while consistently meeting SLAs, KPIs, and First Call Resolution targets.
• Resilient: Maintains a positive, solution-focused attitude during back-to-back calls, high ticket volume, frustrating interactions, or challenging days without losing effectiveness.
• Positive Team Contributor: Actively supports colleagues, shares knowledge, offers and accepts constructive feedback, and helps foster a collaborative, respectful team environment even during busy or transitional periods.

WHY YOU’LL LOVE THIS ROLE:

This is an excellent opportunity to dive deep into a wide range of technologies (M365, Azure AD, SysAid, Mitel, etc.) in a mission-driven environment. Enjoy a flexible working environment with a hybrid schedule, a supportive and easy-going team, and a steady, predictable workflow that supports strong work-life balance. It’s an ideal place to learn quickly, tackle varied daily challenges, and grow your technical confidence in a positive setting where your troubleshooting directly helps staff deliver person-centered care across our communities.

If you’re eager to dive into diverse tech, help people daily, and develop in a collaborative atmosphere, this role offers meaningful work and real learning opportunities every day.

IMPORTANT INFORMATION:

We believe in supporting not only those we serve but also each other, ensuring a collaborative and supportive work environment for all. Dungarvin is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, protected veteran status, disability, genetic information, national origin, age, gender identity, sexual orientation, or any legally protected status per federal and/or state law.

Please note: The deadline for all internal job applications is one week from the initial posting date.

#DDIJ

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11/13

Companydescription

Company Description

A LITTLE ABOUT US:

At Dungarvin, we are more than a provider of support services; we’re a mission-driven team rooted in respect, inclusion, and person-centered care. Since 1976, we’ve been dedicated to enhancing the quality of life for people with intellectual and developmental disabilities, including those with mental health, behavioral, or complex medical needs.

Our mission is simple but powerful: respecting and responding to the choices of people in need of supports. This mission guides everything we do; from creating individualized service plans to building strong partnerships with families, teams, and communities.

As a Dungarvin employee, you’ll be at the heart of that mission. You’ll help people live meaningful lives on their own terms; supporting their goals, honoring their choices, and empowering their independence.

With services nationwide, our team is united by a shared commitment to making a real difference; one person, one voice, one choice at a time.

Join our nationwide family and let us help you achieve your unique goals and dreams.

WE OFFER:

• Compensation: $28.70 Hourly Fixed Rate.
• Work Environment: Hybrid Work environment. On-site for the first 2 weeks of training and then rolls into a 2-day in the office in Mendota Heights, MN and 3-day remote a week.
• Team Culture: We value quick thinking, continuous learning, and positive problem-solving while always keeping the needs of our end users and the people we serve at the center of everything we do.
• Work Schedule: 6:00 AM to 3:00 PM (with 30-minute or 1-hour lunch). Occasional flexibility needed for urgent after-hours support.
• Retirement Plan: 401 K plan with employer match after one year of service.
• Time Away: PTO that increases with tenure, PTO donation options.
• Insurance & Health: Medical, dental, and vision coverage (including dental for domestic partners), pet insurance, supplemental insurance options, and flexible spending and health savings accounts (FSA and HSA). Plus, 100% company-paid long-term disability and life insurance.
• Employee Perks: National Brand Discounts, Employee Referral Program, Employee Assistance Program and access to Tapcheck (get 50% of your pay before payday)
• Job Mobility: Dungarvins multi-state footprint allows internal job mobility nationwide.
• Growth & Development: Access to career growth opportunities, paid training, and mentorship

Jobdescription

Job Description

Are you customer-focused with a knack for troubleshooting tech issues and helping people? Do you enjoy variety in your day handling calls, tickets, and documentation while building skills in a growing IT environment? If so, we’re ready for you to join our team as a Service Desk Analyst!

In this role, you’ll be the first point of contact for staff tech support, resolving software, hardware, printing, and basic networking issues via phone, email, and our ticketing system. With recent acquisitions driving growth and ongoing shifts to cloud-based tools, you’ll gain broad hands-on experience with Microsoft 365, Azure AD, and more in a supportive nonprofit setting.

WHAT YOU WILL DO:

• Technical Support: Serve as the first-level escalation point for PC, software, printing, and basic networking issues, with a focus on achieving high First Call Resolution (FCR).
• Account Administration: Perform password resets, username lookups, group membership changes, account management, and basic administration within Azure AD/Entra ID, Active Directory, Office 365 Admin Center, Teams, OneDrive, and SharePoint.
• Troubleshooting: Provide technical support through phone, ticketing systems (SysAid), and remote support tools (Splashtop).
• Phone Systems: Assist with phone system support, including Mitel UCaaS.
• Documentation: Document processes, procedures, and resolutions to support knowledge sharing and build team resources.
• Customer Service: Handle walk-in requests and professionally direct out-of-scope issues to the appropriate support team.
• Issue Escalation: Identify, troubleshoot, and appropriately escalate complex technical issues, including network and systems-related problems.
• Communication & Professionalism: Maintain a professional and customer-focused approach while supporting a diverse employee population across multiple time zones.

Qualifications

MUST HAVE:

• Education: 2-year degree in a computer-related field or equivalent experience.
• Technology Proficiency: Familiarity with Windows 10/11, Microsoft 365 (including Teams, Outlook, Office apps), with proven troubleshooting ability.

NICE TO HAVE:

• Enterprise Systems & Platform: experience with Azure AD/Entra ID, Office 365 administration, or cloud tools.
• Technical Tools: Familiarity with IT service management tools such as ticketing systems (SysAid or similar), remote access solutions (Splashtop or equivalent), phone systems, or basic Active Directory management.
• Certifications: Microsoft Certified Desktop Support Technician (MCDST), Certified IT Professional (MCITP)
• Additional IT Processes: Knowledge of patch management, asset tracking, or phone system administration.