Service Delivery Analyst - Bilingual

DPR Construction; Richmond (VA); On-site; USD 52,000 - 68,000; Full time

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.

Skills

Technical support

Customer service

Troubleshooting

Documentation

Knowledge of ITSM processes

On-call / incident management

Education

Bachelor’s degree in computer science or related field

Tools

Ticketing system

Knowledge base

Remote support tools

Job description

## **Job Description****At DPR, roles and responsibilities are more than describing a job title—they are a commitment to building great things together. The job description(s) below defines core responsibilities and the scope of the role and is a starting point. Every employee is expected to lead from where they are, take ownership of outcomes, and always act in the best interest of the team, customer, project and organization.** **As a purpose-driven organization on a journey to be most admired, we rely on trust, shared leadership, open communication, disciplined action and a deep respect for the individual to drive exceptional performance. Success is not just about what we build, but who we build and how we build it: with integrity, enjoyment, uniqueness and an ever-forward mindset.****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.