Service Desk Support Specialist

2 days ago


Phoenix, Arizona, United States DPR Construction Full time
Job Description

**About the Role**

We are seeking a highly skilled Service Desk Analyst to join our team at DPR Construction. As a Service Desk Analyst, you will be responsible for providing technical support and assistance to internal end-users, including simple to complex hardware and software problems.

**Key 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.

**Requirements**

* 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.

**About DPR Construction**

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

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