About this role
Job Description
At DPR, roles and responsibilities are more than describing a job title—they are a commitment to building great things together. The job description(s) below defines core responsibilities and the scope of the role and is a starting point. Every employee is expected to lead from where they are, take ownership of outcomes, and always act in the best interest of the team, customer, project and organization.
As a purpose-driven organization on a journey to be most admired, we rely on trust, shared leadership, open communication, disciplined action and a deep respect for the individual to drive exceptional performance. Success is not just about what we build, but who we build and how we build it: with integrity, enjoyment, uniqueness and an ever-forward mindset.
Job Summary:
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.
Key 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.
Education Qualifications:
Bachelor’s degree in computer science or a related field, or equivalent experience required.
Work Experience:
4–6 years of experience in IT service desk, end-user support, or technical operations required.
Certifications and Licenses:
IT service management certification preferred.
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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 .