Service Desk Analyst, Entry-Level

DLR Group is 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.

Our Information Technology team is growing. We're searching for an Entry-Level Service Desk Analyst to join our Seattle studio.

We’re looking for a skilled and service-oriented IT professional to join our team as a Service Desk Analyst. In this role, you will provide responsive, customer-focused technical support to employees across the firm. You will troubleshoot hardware, software, connectivity, and system issues; support company devices and peripherals; and help ensure employees have reliable access to the technology they need to work effectively.

This role is ideal for a service-minded IT professional who enjoys solving problems, communicating with users, and working in a collaborative, fast-paced environment.

• 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 elevate 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

• 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

• 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,…