Remote IT Service Desk Analyst - User Support

DPR Construction; Austin (TX); On-site; USD 60,000 - 75,000; Full time

Job summary

DPR Construction is seeking an IT Service Desk professional to provide frontline support for hardware, software, cloud, and mobility platforms to enterprise users in our Austin office.

You will troubleshoot incidents, document solutions, and drive knowledge base updates to reduce recurring issues while meeting service levels. A Bachelor's degree in a related field and 2–4 years of experience are required.

Qualifications

• Bachelor's degree in computer science or a related field or equivalent experience.
• 2-4 years of experience in IT service desk or end-user support.
• IT service management certification preferred.

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

Troubleshooting

Ticketing tools

Knowledge base

Communication

Education

Bachelor's degree

Job description

DPR Construction is seeking an IT Service Desk professional to provide frontline support for hardware, software, cloud, and mobility platforms to enterprise users in our Austin office.

You will troubleshoot incidents, document solutions, and drive knowledge base updates to reduce recurring issues while meeting service levels. A Bachelor's degree in a related field and 2–4 years of experience are required.