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.
Explore our open opportunities at www.dpr.com/careers .
Benefits
Health insuranceRemote work options
Additional Information
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.
Mydpr · Atlanta, GA