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.
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 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.
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.