Service Desk Analyst

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 in 15 states, 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.

• Compensation
  : $27.85 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 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
  :
  Either 6:00 AM to 3:00 PM or 10:00 AM to 7:00 PM (with 30‑minute or 1‑hour lunch). Occasional flexibility needed for urgent after‑hours support.
• Retirement Plan
  : 401K plan with up to 3% 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
  :
  Opportunities within Dungarvin.

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.

• Serve as first‑level escalation for PC, software, printing, and basic networking issues and aim for high First Call Resolution (FCR).
• Perform password resets, username lookups, group membership changes, account management, and basic administration in Azure AD/Entra , Active Directory, Office 365 Admin Center, Teams, One Drive, and SharePoint.
• Troubleshoot via phone, ticketing system (Sys Aid), and remote tools (Splashtop).
• Assist with phone system support (Mitel UCaaS).
• Document processes, procedures, and resolutions to build team knowledge.
• Handle walk‑ins and professionally route out‑of‑scope requests to the appropriate team.
• Escalate complex issues (e.g., network or systems problems) appropriately while knowing when and how to do so.
• Maintain professionalism while supporting a diverse employee population across time zones.

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.
• Education
  : 2‑year degree in a computer‑related field or equivalent experience.

NICE TO HAVE:

• Enterprise Systems & Platform
  : experience with Azure AD/Entra , Office 365…