Bilingual IT Service Delivery Analyst

DPR Construction

Richmond (VA)

On-site

USD 52,000 - 68,000

Full time

9 days ago

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Job summary

DPR Construction in the United States is seeking an IT Service Desk professional to provide technical support for hardware, software, cloud, and mobility platforms. You will troubleshoot incidents, document details, and ensure timely resolution within SLAs.

The role emphasizes knowledge sharing, onboarding support, and contributing to the knowledge base. A bachelor’s degree in computer science or related field and 2–4 years of end-user support experience are required; ITSM certification

Qualifications

Bachelor’s degree or equivalent experience required.
2–4 years in IT service desk or end-user support.
IT service management certification preferred.

Responsibilities

Provide remote, phone, and electronic technical support for hardware and software.
Document and track incidents through resolution; update knowledge base.
Resolve tickets within service levels and escalate when needed.
Troubleshoot laptops, mobile devices, and cloud apps; coordinate with specialists.
Assist onboarding activities and promote self-help resources.
Contribute to root cause analysis and knowledge documentation.