Technical Support Analyst

DPR Construction, Inc. (tap://www.dprinc.com) is a national forward-thinking commercial general contractor and construction manager specializing in technically challenging and sustainable projects for the advanced technology, biopharmaceutical, corporate office and healthcare markets. Consistently ranked as one of the nation's top general contractors, DPR is committed to continuous improvement of the construction delivery process. With the purpose of building great things - great teams, great buildings, great relationships - DPR is a truly great company.

Position Summary
This position is responsible for providing excellent customer service and quality technical support as the first point of contact for internal employees as well as external collaborative business partners. The Technical Support Analyst will assist in supporting 1,000+ users primarily located in Regional Offices and at construction jobsites.  Support includes the diagnosing and troubleshooting of computers and network peripherals in a Windows 2003 Server environment.

Responsibilities
Interact via telephone, email, IM, and web interface to assist users Analyze, prioritize, troubleshoot, and resolve technical issues in a timely fashion in accordance with Service Level Agreements (SLA's) When necessary, follow outlined escalation procedures to ensure issues are handled by the appropriate Tier 2 Support Team Entails accurate and thorough documentation of all reported Incidents and Requests in tracking system Handles incoming provisioning Requests for all IT equipment Involved in the recording, tracking, and auditing of equipment using the established asset management system Ensures quality customer service by maintaining ownership of all escalated issues by following up with internal IT Support Team members while setting the proper expectation to users along with providing status updates Actively participates in the on-going development, maintenance and improvement of a comprehensive Knowledge Base/FAQ repository Assists with remote software installations and upgrades Participates in IT Root Cause Analysis process Participates in on-call rotation for after hours support Provide relevant input for technical and process improvements to contribute to the overall effectiveness of the DPR IT Organization Takes the initiative to work with other cross-functional IT team members to improve the quality of service to the users Self-motivated with regard to fulfilling training goal of 80 hours per year

Position RequirementsAA degree in Computer Science or related field, or equivalent  4+ years experience in Technical Support role 2+ years experience supporting proprietary applicationsFamiliarity with standard concepts, practices, and procedures within an IT Infrastructure Able to quickly learn and troubleshoot issues involving company specific software applications Must be flexible with schedule as position requires nationwide coast to coast support Previous experience configuring and using Help Desk tracking systems

Key Skills Experience and knowledge of the following:  Dell Laptop and peripherals, variety of handheld and smart phone devices, Cisco IP phones, Win XP, Citrix, MS Office Suite 2003/2007 including Outlook, Exchange 2003, MOSS 2007, Wireless Networks, Active Directory, VPN, MacAfee antivirus, and remote desktop tools. Embraces DPR's purpose and core values

Purpose
 DPR exists to build great things.

Core Values
Integrity. We conduct all business with the highest standards of 
honesty and fairness; we can be trusted.
Enjoyment. We believe work should be fun and intrinsically satisfying; if
we are not enjoying ourselves, we are doing something wrong.
Uniqueness. We must be different from and more progressive than all 
other construction companies; we stand for something.
Ever Forward. We believe in continual self-initiated change, 
improvement,learning and the advancement of standards for their own
sake. Fanatical commitment to providing world class customer service Ability to adapt quickly to change Must be a TEAM PLAYER  Professionalism in dealing with end-users, vendors, consultants, and co-workers Ability to work effectively with others who are in remote locations and varying time zones Ability to work effectively with others to identify impact on the company's business processes, other applications, network, etc. Relies on experience and judgement to plan and accomplish goals Ability to multi-task and prioritize multiple tasks Resourceful creative approach to problem solving is expected Demonstrate excellent verbal and written communication skills Motivation to continually learn and take on added responsibilities while maintaining a positive attitude Develop expertise in each skill area exposed to Judgement - Knowing how to respond to a problem in a manner consistent with the company's primary interest Planning - Looks ahead and organizes activities to stay on top of personal workload and team needs Initiative - Seeks out new opportunities to contribute. Pushes the envelope, raises the bar. Treat each task as an opportunity to excel Ownership - Is totally committed to the success of the team and the company. Sees the success of his/her team as a reflection of self
Work Conditions Primarily based in a DPR regional office. Some overtime may be required 

Benefits:

DPR Construction, Inc.'s benefits are designed to provide a comprehensive, balanced, and competitive package. Our benefits program addresses both the immediate and long-term needs that you and your family may have. Benefits are effective on date of hire. Employees must be non-union and full-time to participate and part-time employees are eligible for medical, dental and vision coverage. The following is a summary of what DPR offers. For more information, go to ttp://www.dprinc.com/careers/benefits.cfm.  Health Dental Insurance Vision Insurance Life Insurance Disability Insurance Employee Assistance/Wellness Program Adoption Assistance Education Assistance Employee Referral Program 401(k) Plan Flexible Spending Account Phantom Stock - Equity Participation Personal Time Off