Service Desk Analyst

Responsibilities

• Provide remote, phone, and e-mail technical support to end-users for hardware and software problems.
• Document calls and work requests using a ticketing system, keeping detailed up-to-date status updates.
• Complete assigned tickets within published service level agreements.
• Assist with setup, maintenance, and deployment of computer software.
• Work on call weekends once a month and overtime when required.
• Assist in root cause analysis of recurring issues.
• Troubleshoot mobile device and laptop issues.
• Fulfill level 1 support and escalate incidents that require expert advice to upper tiers.
• Train computer users to avoid recurring incidents.
• Research technical issues and maintain the solutions database up to date.
• Keep the service desk manager up to date on trending issues and activity.

Position Requirements

Skills

• Strong knowledge of Microsoft 365.*
• Strong knowledge of IT Service Management practices and principles.
• Solid knowledge of Windows 10 and Active Directory.
• Strong knowledge of mobile device, application, and desktop support.
• Solid knowledge of cloud applications.
• Excellent time management skills.
• Strong analytical skills.
• Strong organizational skill and attention to detail.
• Strong understanding of business processes.
• Basic understanding of networking troubleshooting.

Interpersonal Skills

• Excellent communicator, high-energy, positive attitude, and an aptitude for professional growth
• Must be able to provide exceptional client service
• Must possess excellent communication skills (written and oral) — in person and on the phone, including effective listening and interviewing skills.
• Ability to react quickly and efficiently to high pressure situations.
• Expert in troubleshooting and root cause analysis.
• Team player, accepts & seeks feedback.
• Interact professionally with other employees, customers, and suppliers.
• Ability to effectively manage multiple conflicting priorities and deadlines.
• Flexibility to work after hours or weekends, if needed.

Education

• Bachelor’s degree in Computer Science or related field.

Experience

• 1-2 years of Service Desk experience or IT support experience.
• Experience using a ticketing system such as Samanage, Service-Now, or Remedy.

Nothing is more important than your health and wellness. The DPR family of companies offers comprehensive benefits programs for skilled craft and labor and experienced professionals and recent graduates.

DPR has been nationally recognized for its strong company culture, based on a well-defined purpose “We Exist to Build Great Things,” and four core values: integrity, enjoyment, uniqueness and ever forward. A flat, title-less organization that empowers people at all levels to make decisions, DPR ranked on FORTUNE’s “100 Best Companies to Work For” list for five consecutive years. For more information, visit http://www.dpr.com.