Bilingual IT Service Delivery Analyst

DPR Construction; Atlanta (GA); On-site; USD 52,000 - 70,000; Full time

Job summary

DPR Construction is seeking an IT Service Desk Specialist to provide technical support to enterprise users for hardware, software, cloud, and mobility platforms, handling incidents within SLA and fulfilling service requests.

The role involves remote/phone support, documenting incidents, resolving tickets, troubleshooting devices, and assisting in onboarding, knowledge base updates, and user training to reduce recurring issues.

Qualifications

• Bachelor’s degree in computer science or a related field or equivalent experience required.

Responsibilities

• Provides remote, phone, and electronic technical support for hardware and software issues.
• Documents and tracks incidents through to resolution and updates knowledge base content.
• Resolves tickets within established service levels and escalates when required.
• Troubleshoots laptops, mobile devices, and cloud-based applications; coordinates with specialist teams.
• Escalates incidents requiring advanced expertise to appropriate support tiers; supports user onboarding activities.
• Assists in root cause analysis of recurring issues and updates knowledge documentation.
• Trains users and promotes self-help resources to reduce repeat incidents.

Skills

Technical support

Incident management

Ticketing systems

Knowledge base

User training

Remote support

Education

Bachelor's degree in computer science or related field

Job description

DPR Construction is seeking an IT Service Desk Specialist to provide technical support to enterprise users for hardware, software, cloud, and mobility platforms, handling incidents within SLA and fulfilling service requests.

The role involves remote/phone support, documenting incidents, resolving tickets, troubleshooting devices, and assisting in onboarding, knowledge base updates, and user training to reduce recurring issues.