Senior IT Service Desk Analyst — Lead & Improve

DPR Construction; Smyrna (GA); Sur place; USD 65 000 - 90 000; Plein temps

Résumé du poste

DPR Construction in Smyrna, GA is seeking a seasoned IT service desk professional to lead the resolution of complex end-user issues and drive operational excellence. You will conduct root cause analysis, mentor analysts, and champion continual improvements to strengthen service reliability and the end-user experience.

The role requires a Bachelor’s degree in computer science or a related field (or equivalent experience) and 4–6 years of IT service desk, end-user support, or technical operations

Qualifications

• Bachelor’s degree in computer science or a related field, or equivalent experience required.
• 4-6 years of experience in IT service desk, end-user support, or technical operations required.
• IT service management certification preferred.

Responsabilités

• Resolves complex or escalated hardware, software, and mobility issues.
• Performs structured root cause analysis and recommends preventive measures.
• Monitors service desk trends and identifies improvement opportunities; mentors analysts.
• Ensures compliance with IT Service Management (ITSM) processes and contributes to improvement initiatives.
• Mentors analysts, documents troubleshooting procedures, and supports onboarding and training activities.
• Maintains and enhances knowledge base documentation and contributes to trend analysis.
• Coordinates with Infrastructure and Application teams on recurring incidents and remediation activities.

Connaissances

Root cause analysis

End-user support

IT service desk

Formation

Bachelor’s degree in computer science or related field

Description du poste

DPR Construction in Smyrna, GA is seeking a seasoned IT service desk professional to lead the resolution of complex end-user issues and drive operational excellence. You will conduct root cause analysis, mentor analysts, and champion continual improvements to strengthen service reliability and the end-user experience.

The role requires a Bachelor’s degree in computer science or a related field (or equivalent experience) and 4–6 years of IT service desk, end-user support, or technical operations