Job Description
Job Summary
The 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 & Responsibilities
Technical & 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 Qualifications
Education
- 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.
