Service Desk Analyst

Dungarvin • Mendota Heights, MN

5h • $28 - $28 • Hybrid

About The Position

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.

Requirements

• 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 Haves

• 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.

Responsibilities

• 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

Benefits

• 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.
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree