DPR logo

Service Desk Specialist

DPR
Full-time
On-site
Greenville, Florida, United States

Job Description

The Service Desk Specialist provides technical support to internal end users for hardware and software issues ranging from simple to complex, including installing, configuring, and supporting new and existing software. They must have excellent problem-solving skills and be able to make independent decisions related to software, hardware, or other entry to mid-level IT issues. The ability to work outside regular hours on a rotating basis is required.

Responsibilities

  • Provide technical support to end-users through remote, phone, IM, and e-mail channels 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 (SLAs)
  • Help with setting up, maintaining, and deploying computer software.
  • Participate in on-call rotations, including weekends and overtime as needed.
  • Assist in root cause analysis of recurring issues.
  • Troubleshoot mobile device and laptop issues.
  • Provide Level 1 support and escalate incidents requiring advanced expertise to higher-tier support teams.
  • Train users to avoid recurring incidents.
  • Investigate technical issues and assist in keeping the solutions database updated.
  • Keep the service desk manager informed of trending issues and activity.

Position Requirements

Skills

  • Strong knowledge of Microsoft 365
  • Strong knowledge of IT Service Management practices and principles.
  • Solid knowledge of Microsoft Windows
  • Strong knowledge of mobile devices, 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.
  • Ability to support and troubleshoot iOS and Android mobile devices.
  • Basic understanding of networking troubleshooting

Interpersonal Skills

  • Excellent communicator, positive attitude, and a desire for professional growth
  • Must be able to provide outstanding client service.
  • Must have excellent communication skills (written and oral) -- in person and on the phone, including e"ective listening and interviewing skills.
  • Ability to respond quickly and e"ectively to high pressure situations.
  • Skilled in troubleshooting and root cause analysis.
  • Team player, accepts & seeks feedback.
  • Interact professionally with other employees, customers and suppliers
  • Ability to manage multiple conflicting priorities and deadlines e"iciently
  • Flexibility to work after hours or weekends, if necessary.

Preferred / Nice to Have Skills

  • Bilingual in Spanish

Education

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

In compliance with local law, we are disclosing the compensation, or a range thereof, for roles in locations where legally required. Actual salaries will vary based on several factors, including but not limited to external market data, internal equity, location, skill set, experience, and/or performance. Salary is just one component of DPR's total compensation package.

Pay Range for Baltimore & NJ: $24.43/hr -$41.88/hr

Pay Range for DC & Boston: $26.65/hr -$45.69/hr

DPR Construction is a forward-thinking, self-performing general contractor specializing in technically complex and sustainable projects for the advanced technology, life sciences, healthcare, higher education and commercial markets. Founded in 1990, DPR is a great story of entrepreneurial success as a private, employee-owned company that has grown into a multi-billion-dollar family of companies with offices around the world.

Working at DPR, you'll have the chance to try new things, explore unique paths and shape your future. Here, we build opportunity together—by harnessing our talents, enabling curiosity and pursuing our collective ambition to make the best ideas happen. We are proud to be recognized as a great place to work by our talented teammates and leading news organizations like U.S. News and World Report, Forbes, Fast Company and Newsweek.

Explore our open opportunities at www.dpr.com/careers.