Service Desk Specialist at DPR Construction in Atlanta, GA

Summary: DPR Construction is a forward-thinking, self-performing general contractor specializing in technically complex and sustainable projects. They are seeking a Service Desk Specialist to provide technical support to internal end users for hardware and software issues, ensuring efficient resolution and documentation of support requests. 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 Required Qualifications: - 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 effective listening and interviewing skills - Ability to respond quickly and effectively 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 efficiently - Flexibility to work after hours or weekends, if necessary - Bachelor's degree in Computer Science or related field Preferred Qualifications: - Bilingual in Spanish Required Skills: Microsoft 365, IT Service Management, Microsoft Windows, Mobile device support Important Skills: Cloud applications Nice-to-Have Skills: Analytical skills, Business processes, Networking troubleshooting, Bilingual in Spanish