<p>Job Description</p> <p>The Service Desk Analyst is responsible for providing technical support and assistance to internal end-users, including simple to complex hardware and software problems, as well as the installation and support of new and existing software. The Service Desk Analyst must have excellent troubleshooting abilities and be able to make independent decisions related to software, hardware, or other entry to mid-level IT issues. The ability to work off- hours on a rotating basis is required (On-call weekends).</p> <p>Responsibilities</p> <ul> <li>Provide remote, phone, and e-mail technical support to end-users for hardware and software problems. </li><li>Document calls and work requests using a ticketing system, keeping detailed up-to-date status updates. </li><li>Complete assigned tickets within published service level agreements. </li><li>Assist with setup, maintenance, and deployment of computer software. </li><li>Work on call weekends once a month and overtime when required. </li><li>Assist in root cause analysis of recurring issues. </li><li>Troubleshoot mobile device and laptop issues. </li><li>Fulfill level 1 support and escalate incidents that require expert advice to upper tiers. </li><li>Train computer users to avoid recurring incidents. </li><li>Research technical issues and maintain the solutions database. </li><li>Keep the service desk manager up to date on trending issues and activity. </li></ul> <p>Position Requirements</p> <p>Skills</p> <ul> <li>Strong knowledge of Microsoft 365. </li><li>Strong knowledge of IT Service Management practices and principles. </li><li>Solid knowledge of Windows 10 and Active Directory. </li><li>Strong knowledge of mobile device, application, and desktop support. </li><li>Solid knowledge of cloud applications. </li><li>Excellent time management skills. </li><li>Strong analytical skills. </li><li>Strong organizational skill and attention to detail. </li><li>Strong understanding of business processes. </li><li>Basic understanding of networking troubleshooting. </li></ul> <p>Interpersonal Skills</p> <ul> <li>Excellent communicator, high-energy, positive attitude, and an aptitude for professional growth </li><li>Must be able to provide exceptional client service </li><li>Must possess excellent communication skills (written and oral) -- in person and on the phone, including effective listening and interviewing skills. </li><li>Ability to react quickly and efficiently to high pressure situations. </li><li>Expert in troubleshooting and root cause analysis. </li><li>Team player, accepts & seeks feedback. </li><li>Interact professionally with other employees, customers, and suppliers. </li><li>Ability to effectively manage multiple conflicting priorities and deadlines. </li><li>Flexibility to work after hours or weekends, if needed. </li></ul> <p>Education</p> <ul> <li>Bachelor's degree in Computer Science or related field. </li><li>1-2 years of Service Desk experience or IT support experience. </li><li>Experience using a ticketing system such as Samanage, Service-Now, or Remedy. </li></ul> <p>Work Conditions</p> <ul> <li>Prolonged periods of sitting and/or standing at a computer screen. </li><li>Must be able to sit or stand for long periods of time. </li><li>Occasional domestic travel, via airplane, will be required for meetings. </li></ul> <p>This is a hybrid role with most time being spent working from home. Attendance at important meetings and events at the local DPR office is required. Hours are 8AM-5PM PST.</p> <p>Colorado and California Applicants:</p> <p>In compliance with local law, we are disclosing the compensation, or a range thereof, for roles in locations where legally required. Actual salaries will vary based on several factors, including but not limited to external market data, internal equity, location, skill set, experience, and/or performance. Salary is just one component of DPR's total compensation package.</p> <p>Colorado Springs Pay Range: $22.21-$38.08 per hour. Denver Pay Range: $24.43-$41.88 per hour. California Pay Range: $26.66-$45.79 per hour.</p> <p>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.</p> <p>Working at DPR, you'll have the chance to try new things, explore unique 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.</p> <p>Explore our open opportunities at www.dpr.com/careers.</p>