Service Delivery Analyst - Bilingual

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

Job Summary:

Provides technical support to enterprise users for hardware, software, cloud, and mobility platforms; troubleshoots incidents and fulfills service requests within service level agreements. Escalates complex issues appropriately and contributes to knowledge base updates to reduce recurring incidents.

Key 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.

Education Qualifications:

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

Work Experience:

• 2–4 years of experience in IT service desk or end-user support required.

Certifications and Licenses:

• IT service management certification preferred.

DPR Construction is a forward-thinking, self-performing general contractor specializing in technically complex and sustainable projects for the advanced technology, life sciences, healthcare, higher education and commercial markets. Founded in 1990, DPR is a great story of entrepreneurial success as a private, employee-owned company that has grown into a multi-billion-dollar family of companies with offices around the world.

Working at DPR, you'll have the chance to try new things, explore paths and shape your future. Here, we build opportunity together—by harnessing our talents, enabling curiosity and pursuing our collective ambition to make the best ideas happen. We are proud to be recognized as a great place to work by our talented teammates and leading news organizations like U.S. News and World Report, Forbes, Fast Company and Newsweek.

The DPR family of companies is closing the gap between design and construction with an integrated collection of products and services to build smarter, move faster and achieve strong results. Our approximately 11,000 employees share a commitment to growth, innovation and building great things—great teams, great careers and great projects that change the world.

DPR is an equal opportunity employer and prohibits discrimination and harassment of any kind. All employment decisions at DPR are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national or ethnic origin, sex (including pregnancy), age, physical or mental disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, medical history or genetic information, or any other status protected by the laws or regulations in the locations where we operate. DPR will not tolerate discrimination or harassment based on any of these characteristics.

If you require a reasonable accommodation to complete this application or any step in the process: In the US, call Human Resources at 650-474-1450 In Europe, email [e-mail]