Service Desk Analyst, IntermediateNew Position Available In Orange, Florida

Service Desk Analyst, Intermediate
Orlando, Florida, United States
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
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.