Service Desk Analyst

  • DLR Group
  • Omaha, NE, USA
  • Jan 16, 2021

Job Description

The best integrated design firm in the world has an opening for a Service Desk Analyst.


Omaha, NE
The Service Desk Analyst will support and maintain company laptops, desktops, peripherals, software, and IT Systems. This will include installing, diagnosing, repairing, maintaining and upgrading hardware and software while ensuring optimal performance. This position is internally client facing and requires strong client service skills.

If you enjoy problem solving and helping people, this might be the position for you. DLR Group is 100% employee owned and as such youll enjoy the opportunity to have ownership in the Firm.

The successful candidate will:

Field incoming helpdesk requests from the user community in a courteous manner via phone calls, service desk requests, email and/or walkups.
Obtain and document detailed issue descriptions from the end user.
Troubleshoot and resolve issues using diagnostic and service desk request tracking tools, as well as provide hands-on assistance as needed.
Use the service desk system to track, record, and document the problem-solving process, including all successful and unsuccessful attempts at resolving the issue through to the final resolution.
Support users across dispersed DLR Group locations using remote assistance software and a variety of communication tools.
Prioritize and schedule issues, escalating and assigning service desk requests to the appropriate discipline area.
Provide training and support to the user community and fellow team members on computer operations and other areas as they are needed.
Install, configure, test, maintain, monitor and troubleshoot IT related hardware, software, peripherals, and printers.
Liaise and provide assistance to other IT functional areas as needed.
Perform post resolution follow-ups to service desk requests.
Develop Frequently Asked Questions, Knowledgebase articles, and other documentation for use by the user community.
Maintain inventory of all IT related hardware.
Develop and maintain software installation and configuration documentation for use by IT.
Recommend, schedule and perform hardware and software improvements, upgrades and repairs.
When necessary, liaise with third-party support and vendors.
Required Qualifications:

Education in a Computer Science or MIS related field.
Experience with service desk tools.
Strong customer service skills.
Experience supporting a user community remotely over dispersed locations.
Excellent technical knowledge of IT related hardware such as laptops, desktops, multi-function printers, peripherals, large format printers and copiers.
2+ years hardware and software troubleshooting experience in a business environment.
Experience supporting software applications such as Microsoft Office, Microsoft Windows, Adobe Creative Suite and Google applications.
Ability to read, understand and use technical manuals, procedural documentation, and OEM guides.
Ability to conduct research on IT related problems and products.
Strong interpersonal, written and communication skills.
Ability to communicate technical terminology to the user community in a way they can relate to and understand.
Self-motivated and directed and pays close attention to detail.
Analytical and problem-solving skills.
Ability to keep up the pace of a high-pressure environment by prioritizing and task dividing.
Experience working in a team-oriented, collaborative environment.
Preferred Qualifications:

Bachelors degree.
Technical certifications.
Experience supporting AEC software applications such as 2D/3D AutoCAD, Revit, Virtual Reality and other visualization software.
Experience working for an architectural and/or engineering firm.
DLR Group is a 100% employee-owned firm. Our brand promise is to elevate the human experience through design. This promise inspires sustainable design for a diverse group of public and private sector clients; local communities; and our planet. DLR Group fully supports the initiatives and goals of the 2030 Challenge and is an initial signatory to the AIA 2030 Commitment. Visit and follow us on Twitter, and at LinkedIn.
We are proud to be an EEO/AA employer M/F/D/V.


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