Service Desk Analyst, Intermediate

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 Intermediate Service Desk Analysts to join our studios in the following cities:

• Denver
• Los Angeles
• Orlando

Position Summary

We’re looking for a skilled and service-oriented IT professional to join our team as a Service Desk Analyst. In this role, you’ll help ensure the smooth operation of our technology systems by resolving technical issues, fulfilling service requests, and supporting end users across the organization. You’ll work closely with internal teams to troubleshoot incidents, monitor systems, and contribute to process improvements and IT projects that enhance service delivery. This position is ideal for someone who combines strong technical knowledge with excellent communication and problem-solving skills.

What you will do:

• Respond to helpdesk requests via phone, email, service desk system, and walkups
• Troubleshoot and resolve hardware, software, and network issues across multiple locations
• Log and manage incidents and requests, ensuring timely resolution and SLA adherence
• Document support activities and resolutions in the service desk system
• Collaborate with departments and IT teams on incidents, requests, and improvement projects
• Support and guide teammates to resolve complex technical issues
• Monitor system performance and address trends proactively
• Recommend and implement hardware and software upgrades or repairs
• Maintain software installation and configuration documentation
• Identify and contribute to process improvements that enhance service delivery

Required Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or related field   
• Experience with service desk tools and strong customer service skills   
• 2-3 years of information technology or systems administration experience providing onsite support
• Proficiency with Microsoft Office
• Experience working in a Windows environment
• Familiarity with Adobe Creative Cloud
• Exposure to design and construction software is a plus
• Proficiency in troubleshooting hardware and software issues, including Windows and macOS
• Strong knowledge of service desk practices, methodologies, and procedures
• Excellent communication and interpersonal skills, with the ability to interact effectively with end-users and colleagues at all levels
• Proven ability to work independently and collaboratively within a team environment
• Must be eligible to work in the U.S. without work visa or residency sponsorship

#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 pay range for this position is:

Pay Range$68,700—$80,000 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.