Service Desk Analyst

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 were ready for you to join our team as a Service Desk Analyst!

In this role youll 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 youll gain broad hands-on experience with Microsoft 365 Azure AD and more in a supportive nonprofit setting. 

WHAT YOU WILL DO:

• 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 ID Active Directory Office 365 Admin Center Teams OneDrive and SharePoint
• Troubleshoot via phone ticketing system (SysAid) 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

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

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.

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 workforceincluding staff with accents language barriers or varying tech comfort levelsby 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 YOULL 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. Its 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 youre 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: At Dungarvin diversity and inclusion are a part of what makes our organization strong. Together we can continue to work towards an inclusive culture that supports our employees and persons served. Compass and Dungarvin are affirmative action and equal opportunity employers.

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

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2/12

Remote Work :

No

Employment Type :

Full-time