Service Desk Specialist

DPR Construction•Tampa, FL

About The Position

The Service Desk Specialist provides technical support to internal end users for hardware and software issues ranging from simple to complex, including installing, conﬁguring, and supporting new and existing software. They must have excellent problem-solving skills and be able to make independent decisions related to software, hardware, or other entry to mid-level IT issues. The ability to work outside regular hours on a rotating basis is 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 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. Explore our open opportunities at www.dpr.com/careers. The DPR family of companies is closing the gap between design and construction with an integrated collection of products and services to build smarter, move faster and achieve strong results. Our approximately 11,000 employees share a commitment to growth, innovation and building great things—great teams, great careers and great projects that change the world. DPR is an equal opportunity employer and prohibits discrimination and harassment of any kind. All employment decisions at DPR are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national or ethnic origin, sex (including pregnancy), age, physical or mental disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, medical history or genetic information, or any other status protected by the laws or regulations in the locations where we operate. DPR will not tolerate discrimination or harassment based on any of these characteristics. Read more in our EEOE Policy. If you require a reasonable accommodation to complete this application or any step in the process: In the US, call Human Resources at 650-474-1450 In Europe, email [email protected] If you are seeking information on how DPR protects applicant data, please review our Privacy Policy.

Requirements

Strong knowledge of Microsoft 365
Strong knowledge of IT Service Management practices and principles.
Solid knowledge of Microsoft Windows
Strong knowledge of mobile devices, application, and desktop support.
Solid knowledge of cloud applications.
Excellent time management skills.
Strong analytical skills.
Strong organizational skill and attention to detail.
Strong understanding of business processes.
Ability to support and troubleshoot iOS and Android mobile devices.
Basic understanding of networking troubleshooting
Excellent communicator, positive attitude, and a desire for professional growth
Must be able to provide outstanding client service.
Must have excellent communication skills (written and oral) -- in person and on the phone, including e"ective listening and interviewing skills.
Ability to respond quickly and e"ectively to high pressure situations.
Skilled in troubleshooting and root cause analysis.
Team player, accepts & seeks feedback.
Interact professionally with other employees, customers and suppliers
Ability to manage multiple conﬂicting priorities and deadlines e"iciently
Flexibility to work after hours or weekends, if necessary.

Nice To Haves

Bilingual in Spanish

Responsibilities

Provide technical support to end-users through remote, phone, IM, and e-mail channels for hardware and software problems.
Document calls and work requests using a ticketing system, keeping detailed up-to-date status updates.
Complete assigned tickets within published service level agreements (SLAs)
Help with setting up, maintaining, and deploying computer software.
Participate in on-call rotations, including weekends and overtime as needed.
Assist in root cause analysis of recurring issues.
Troubleshoot mobile device and laptop issues.
Provide Level 1 support and escalate incidents requiring advanced expertise to higher-tier support teams.
Train users to avoid recurring incidents.
Investigate technical issues and assist in keeping the solutions database updated.
Keep the service desk manager informed of trending issues and activity.