Job Details

Job DescriptionJob SummaryThe Service Desk Analyst Level 2 provides technical and application support to internal employees across the organization. This role supports both end-user technology and enterprise business applications. The ideal candidate is a strong problem solver with excellent customer service skills and attention to detail who thrives in a collaborative, fast-paced environment and is committed to continuous improvement and learning.Essential Duties & ResponsibilitiesTechnical & Application Support* Provide support for hardware, software, mobile devices, and enterprise applications via phone, remote tools, email, chat, and ticketing systems.* Diagnose, troubleshoot, and resolve technical and application-related issues.* Handle escalated incidents and service requests.* Support Windows-based systems, Microsoft 365, cloud applications, and mobile devices (iOS and Android).* Coordinate with third-party vendors by creating, tracking, and managing vendor support tickets and following established escalation procedures.* Escalate incidents requiring specialized expertise to higher-level support teams when appropriate.IT Service Management & Documentation* Accurately document incidents, service requests, and resolutions in the IT Service Management (ITSM) system.* Meet or exceed defined service level agreements (SLAs).* Assist in the creation, update, and maintaining of knowledge base articles and support documentation.* Support and follow ITSM and solution management best practices.Collaboration* Educate users on technology best practices to reduce repeat incidents.* Collaborate proactively with team members, team leads, other IT teams, and business stakeholders.* Communicate clearly and professionally with both technical and non-technical audiences.* Keep leadership informed of trending issues, risks, and service impacts.Work Coverage* May be needed to participate in an on-call rotation, including occasional evenings, weekends, or overtime as required.* Coordinate time off with team members to ensure appropriate service coverage.Required QualificationsEducation* Associates or Bachelors degree in Information Technology, Computer Science, or a related field, or equivalent relevant experience.Experience* 2+ years of experience in Service Desk, Application Support, or a similar IT support role.* Experience working with IT Service Management systems (e.g., ServiceNow or comparable tools).* Demonstrated experience handling escalated support issues.Technical Skills* Strong knowledge of Microsoft 365 and Windows operating systems.* Experience supporting cloud-based and enterprise applications.* Ability to perform root cause analysis and apply structured troubleshooting methodologies.Interpersonal & Professional Skills* Excellent verbal and written communication skills.* Strong customer service mindset with professionalism, patience, respect, and empathy.* Ability to manage multiple priorities and perform effectively in high-pressure situations.* Collaborative, team-oriented approach with a willingness to learn and grow.Work Environment & Physical Requirements* Hybrid work environment (remote and office-based).* Prolonged periods of sitting or standing at a computer workstation.* Occasional travel for training or team meetings may be required.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.