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 effective listening and interviewing skills
Ability to respond quickly and effectively to high pressure situations
Skilled in troubleshooting and root cause analysis
Team player, accepts and seeks feedback
Interact professionally with other employees, customers and suppliers
Ability to manage multiple conflicting priorities and deadlines efficiently
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
#{"text":"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.
#J-18808-Ljbffr
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 effective listening and interviewing skills
Ability to respond quickly and effectively to high pressure situations
Skilled in troubleshooting and root cause analysis
Team player, accepts and seeks feedback
Interact professionally with other employees, customers and suppliers
Ability to manage multiple conflicting priorities and deadlines efficiently
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
#{"text":"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.
#J-18808-Ljbffr