Service Desk Analyst

We are an integrated design firm with a promise to elevate the human experience through design. This fuels the work we do around the world and inspires our mission to improve the lives of our clients, our communities, and our planet. If this sparks your interest, you’re in the right place.

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

Location:

• Omaha, Nebraska

Position Summary:

The Service Desk Analyst will provide technical support to users and maintain company laptops, 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. This is a hybrid remote role, requiring at least 3 days onsite.

If you enjoy problem solving and helping people, this might be the position for you. DLR Group is 100% employee owned and as such you’ll 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 Knowledgebase articles and other documentation for use by the user community.
• Develop and maintain software installation and configuration documentation for use by IT.
• Support and maintain inventory of all IT related hardware.
• Recommend, schedule and perform hardware and software improvements, upgrades and repairs.
• When necessary, liaise with third-party support and vendors.
• Travel to support other DLR Group offices as needed.

Required Qualifications:

• Education in a Computer Science or Information Technology 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, Autodesk 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.
• Must be eligible to work in the United States without need for work visa or residency sponsorship.

Preferred Qualifications:

• Bachelor’s 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 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 invested in our clients’ success. As such you’ll enjoy the opportunity to have ownership in the Firm. We operate within a hybrid work model, supporting flexibility between office time and work from home.

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.

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 401k, employee stock ownership, and bonus opportunities. Additionally, we operate within a hybrid work model, supporting flexibility between office time and work from home.

Through our values – commitment, creativity, environmental stewardship, fun, integrity, ownership, sharing, teamwork – we elevate the human experience through design, together.

We are proud to be an EEO/AA employer M/F/D/V.