Service Desk Specialist

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.

• 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.
• 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.

In compliance with local law, we are disclosing the compensation, or a range thereof, for roles in locations where legally required. Actual salaries will vary based on several factors, including but not limited to external market data, internal equity, location, skill set, experience, and/or performance. Salary is just one component of DPR's total compensation package.

Pay Range for Baltimore & NJ: $24.43/hr -$41.88/hr

Pay Range for DC & Boston: $26.65/hr -$45.69/hr