Service Delivery Analyst - Bilingual

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

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.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.Explore our open opportunities at www.dpr.com/careers .