Bilingual IT Service Delivery Analyst

DPR Construction; Smyrna (GA); On-site; USD 50,000 - 75,000; Full time

Job summary

DPR Construction is seeking an IT service desk professional to provide end-user support across hardware, software, cloud, and mobility platforms from our Smyrna, GA office. You will respond to incidents by phone, remote, and email, document actions, and escalate complex issues as needed.

With 2–4 years of IT service desk experience and a bachelor’s degree (or equivalent), you’ll help reduce recurring incidents, contribute to the knowledge base, and promote self-help resources while delivering

Qualifications

• Bachelor's degree or equivalent experience required.
• 2–4 years IT service desk or end-user support experience.
• IT service management certification preferred.
• Experience documenting incidents and updating knowledge base.

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

Phone & remote support

Incident management

Knowledge base

Education

Bachelor’s degree in computer science or related field

Job description

DPR Construction is seeking an IT service desk professional to provide end-user support across hardware, software, cloud, and mobility platforms from our Smyrna, GA office. You will respond to incidents by phone, remote, and email, document actions, and escalate complex issues as needed.

With 2–4 years of IT service desk experience and a bachelor’s degree (or equivalent), you’ll help reduce recurring incidents, contribute to the knowledge base, and promote self-help resources while delivering