Service Desk Analyst, Entry-Level

Position Summary

What you will do

• Respond to technical support requests by phone, service desk ticket, email, and in-person support
• Troubleshoot and resolve hardware, software, connectivity, and peripheral issues using diagnostic and remote support tools
• Provide local on-site technical support and remote assistance to employees across multiple DLR Group locations
• Install, configure, test, maintain, and troubleshoot laptops, desktops, printers, peripherals, and other IT-related equipment
• Support commonly used business applications, including Microsoft Windows, Microsoft Office, Adobe Creative Suite, and Google applications
• Document issues, troubleshooting steps, user communication, and resolutions within the service desk management system
• Prioritize, assign, and escalate support requests appropriately based on urgency, complexity, and area of responsibility
• Manage and track hardware assets to maintain accurate inventory, availability, and lifecycle information
• Provide guidance and training to employees and fellow team members on technology, computer operations, and common support issues
• Develop and maintain knowledge base articles, FAQs, and technical documentation to improve user support and knowledge sharing

Required Qualifications:

• 2–3 years of experience in information technology, service desk support, systems administration, or a related technical support role
• Education or training in Computer Science, Management Information Systems, Information Technology, or a related field
• Ability to travel regionally 1-2 times a month
• Experience troubleshooting laptops, desktops, printers, peripherals, and other business technology
• Experience supporting Microsoft Windows, Microsoft Office, Adobe Creative Suite, Google applications, or similar enterprise software
• Experience using service desk, ticketing, diagnostic, or remote assistance tools
• Ability to research technical issues and use technical manuals, procedural documentation, and manufacturer resources to identify solutions
• Strong analytical and troubleshooting skills with close attention to detail
• Strong customer service, interpersonal, written, and verbal communication skills
• Ability to communicate technical information clearly to users with varying levels of technical knowledge
• Ability to prioritize multiple requests and work effectively in a collaborative, fast-paced environment

Preferred Qualifications:

• Bachelor’s degree in Computer Science, Management Information Systems, Information Technology, or a related field
• Relevant technical certifications
• Experience providing IT support within a multi-office or geographically distributed organization
• Experience with hardware asset management and lifecycle tracking
• Experience developing technical documentation, knowledge base articles, or user-facing support resources
• Experience supporting multifunction printers, large-format printers, copiers, and other specialized office equipment
• Experience working across multiple IT functional areas and coordinating escalations with specialized technical teams
• Experience providing technical training or guidance to end users
• Applicants must be legally authorized to work in the United States. We are unable to sponsor or take over sponsorship of a school/employment or any other visa, regardless of expiration date, now or in the future.
• #LI-MIS
• Our comprehensive Benefits at DLR Group include medical, dental, vision, disability, wellness programs, flex spending, paid holidays, and paid time off. We also offer a 401(k) plan, employee stock ownership, and bonus opportunities. Compensation considerations are based on location, experience, and skills. The suggested hourly rate for this position is:
• Hourly Rate
• $32.70 — $35.10 USD
• DLR Group is an integrated design firm delivering architecture, engineering, interiors, planning, and building optimization for new builds, renovations, and adaptive reuse projects.
• We are 100% employee-owned: every employee is literally invested in our clients’ success. At the core of our firm are interdisciplinary teams engaged in every step of project lifecycles. Our teams champion true collaboration, open information sharing, shared risk and reward, value-based decision making, and proficient use of technology to deliver exceptional design. We are pursuing the goals of the 2030 Challenge, the ME2040, and the SE2050, and are an initial signatory of the China Accord and the AIA 2030 Commitment.
• Through our values – commitment, creativity, environmental stewardship, fun, integrity, ownership, sharing, teamwork – we elevate the human experience through design, together. DLR Group follows a four-day in-office work model, with employees having the flexibility to work somewhere other than the office on Fridays.
• We are proud to be an Equal Opportunity/Affirmative Action/M/F/Veteran/Disabled employer.
• Through our values – commitment, creativity, environmental stewardship, fun, integrity, ownership, sharing, teamwork – we elevate the human experience through design, together.
• DLR Group follows a four-day in-office work model, with employees having the flexibility to work somewhere other than the office on Fridays.