Service Desk Analyst, Entry-Level

DLR Group•Seattle, WA

6d•$33 - $35•Hybrid

About The Position

DLR Group is an integrated design firm with a promise to elevate the human experience through design. This fuels the work we do around the world and inspires our mission to improve the lives of our clients, our communities, and our planet. Our Information Technology team is growing. We're searching for an Entry-Level Service Desk Analyst to join our Seattle studio. We’re looking for a skilled and service-oriented IT professional to join our team as a Service Desk Analyst. In this role, you will provide responsive, customer-focused technical support to employees across the firm. You will troubleshoot hardware, software, connectivity, and system issues; support company devices and peripherals; and help ensure employees have reliable access to the technology they need to work effectively. This role is ideal for a service-minded IT professional who enjoys solving problems, communicating with users, and working in a collaborative, fast-paced environment.

Requirements

2–3 years of experience in information technology, service desk support, systems administration, or a related technical support role
Education or training in Computer Science, Management Information Systems, Information Technology, or a related field
Ability to travel regionally 1-2 times a month
Experience troubleshooting laptops, desktops, printers, peripherals, and other business technology
Experience supporting Microsoft Windows, Microsoft Office, Adobe Creative Suite, Google applications, or similar enterprise software
Experience using service desk, ticketing, diagnostic, or remote assistance tools
Ability to research technical issues and use technical manuals, procedural documentation, and manufacturer resources to identify solutions
Strong analytical and troubleshooting skills with close attention to detail
Strong customer service, interpersonal, written, and verbal communication skills
Ability to communicate technical information clearly to users with varying levels of technical knowledge
Ability to prioritize multiple requests and work effectively in a collaborative, fast-paced environment

Nice To Haves

Bachelor’s degree in Computer Science, Management Information Systems, Information Technology, or a related field
Relevant technical certifications
Experience providing IT support within a multi-office or geographically distributed organization
Experience with hardware asset management and lifecycle tracking
Experience developing technical documentation, knowledge base articles, or user-facing support resources
Experience supporting multifunction printers, large-format printers, copiers, and other specialized office equipment
Experience working across multiple IT functional areas and coordinating escalations with specialized technical teams
Experience providing technical training or guidance to end users

Responsibilities

Respond to technical support requests by phone, service desk ticket, email, and in-person support
Troubleshoot and resolve hardware, software, connectivity, and peripheral issues using diagnostic and remote support tools
Provide local on-site technical support and remote assistance to employees across multiple DLR Group locations
Install, configure, test, maintain, and troubleshoot laptops, desktops, printers, peripherals, and other IT-related equipment
Support commonly used business applications, including Microsoft Windows, Microsoft Office, Adobe Creative Suite, and Google applications
Document issues, troubleshooting steps, user communication, and resolutions within the service desk management system
Prioritize, assign, and escalate support requests appropriately based on urgency, complexity, and area of responsibility
Manage and track hardware assets to maintain accurate inventory, availability, and lifecycle information
Provide guidance and training to employees and fellow team members on technology, computer operations, and common support issues
Develop and maintain knowledge base articles, FAQs, and technical documentation to improve user support and knowledge sharing