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About the Role
Leads resolution of complex end-user technical issues and supports operational excellence within the service desk. Conducts root cause analysis, mentors analysts, and drives continual improvement initiatives to improve service reliability and end-user experience.
Responsibilities
- Resolves complex or escalated hardware, software, and mobility issues.
- Performs structured root cause analysis and recommends preventive measures.
- Monitors service desk trends and identifies improvement opportunities; mentors analysts.
- Ensures compliance with IT Service Management (ITSM) processes and contributes to improvement initiatives.
- Mentors analysts, documents troubleshooting procedures, and supports onboarding and training activities.
- Maintains and enhances knowledge base documentation and contributes to trend analysis.
- Coordinates with Infrastructure and Application teams on recurring incidents and remediation activities.
Requirements
- 4–6 years of experience in IT service desk, end-user support, or technical operations required.
Experience Level
- 4-6 years
Education Level
- Bachelor’s degree in computer science or a related field, or equivalent experience required.
About the Company
- 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.