Service Desk Analyst / Help Desk

A LITTLE ABOUT US:

Dungarvin is a national organization of privately owned companies that are dedicated to providing high-quality, community-based support to people with intellectual and developmental disabilities, people who are faced with mental health, behavioral or significant medical challenges, and to children and their families.

WE OFFER:

• Competitive pay starting at $27 per hour
• Hours 9:30am to 6pm. No weekends or after hours.
• Innovative, collaborative environment with a flexible work/life balance schedule
• Hybrid work
• Company provided hardware and cellphone stipend
• FREE Long-term Life Insurance & FREE Long-term Disability
• Verizon Wireless and Dell employee discounts
• Generous PTO that increases with tenure
• Pet Insurance
• Flex- Schedule
• 401(k) plan with company match vested at 1 year.
• Medical, Dental, Vision (Domestic partners eligible for Dental)
• Supplemental Insurance, FSA and HSA
• TapCheck Access 50% of your wages before pay day
• Referral Bonus Program

Objectives of this position include maintaining essential IT operations, including operating systems, security tools, applications, servers, email systems, laptops, desktops, software, and hardware.

• Provide tier 1 support for Dungarvin employees.
• Fulfill information systems service requests.
• Assist users with queries or other administrative activities to meet their needs.
• Create and maintain documentation pertinent to the service desk and help identify the needs of end users.
• Collaborate with system owners to ensure proper support is being provided to Dungarvin end users for those systems.
• Collaborate with the information security team to ensure best security practices are being followed.
• Help identify improvements to standards for processes and systems utilized by the service desk team.
• Help identify ways to capture and utilize feedback from end users.

MUST HAVE:

• 2-year degree in a computer-related field or 2 years of work experience.
• Excellent customer service skills.
• Ability to clearly communicate technical concepts to non-technical users.
• Strong analytical ability and troubleshooting experience.
• Strong interpersonal and communication skills.
• Ability to prioritize conflicting responsibilities and projects to meet deadlines, while handling multiple tasks/projects
• Technical aptitude and capability to learn things quickly.

NICE TO HAVE:.

• Microsoft Certified Desktop Support Technician (MCDST)
• Certified IT Professional (MCITP.)

SKILLS CRUCIAL TO SUCCESS IN THIS ROLE:

• Knowledge of industry trends and best practices in areas of planning, implementation, administration, troubleshooting, and documentation of network solutions integration.
• Experience in the use of standard diagnostic tools.
• Knowledge of current network and desktop operating systems and help desk software.
• Able to learn, understand, and apply new technologies.
• Able to effectively prioritize and execute tasks in a high-pressure environment is crucial.
• Able to forecast ticket volumes based on known and unknown attributes.

HOURS:

Full-time, Monday Friday, with some after-hours and weekend availability when necessary.

Dungarvin is an affirmative action and equal opportunity employer. At Dungarvin, we believe in hiring talent from a wide variety of backgrounds which makes our organization stronger.

10/1/2024

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