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# IT Service Desk Analyst - Bilingual

- **Company:** DPR Construction
- **Location:** Boston, MA, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Software as a Service, Cloud Computing, Server Administration, Software Engineering, Information Technology, Laptops
- **Published:** November 4, 2026
- **Apply:** https://www.careerbuilder.com/job-details/it-service-desk-analyst-bilingual-boston-ma--16444006-df1d-42c4-b529-237fc3b0ecb7

## About the Role

Analysis Skills, Customer Support/Service, Technical Support, Multilingual, Communication Skills, Leadership, Cloud Computing, Technical Support, Software Administration, Hardware Administration, Bachelor's degree in computer science or a related field, or equivalent experience required.

Work Experience:

2-4 years of experience in IT service desk or end-user support required.

Certifications and Licenses:

IT service management certification preferred.

## Description

Provides technical support to enterprise users for hardware, software, cloud, and mobility platforms; troubleshoots incidents and fulfills service requests within service level agreements. Escalates complex issues appropriately and contributes to knowledge base updates to reduce recurring incidents., Provides remote, phone, and electronic technical support for hardware and software issues.

Documents and tracks incidents through to resolution and updates knowledge base content.

Resolves tickets within established service levels and escalates when required.

Troubleshoots laptops, mobile devices, and cloud-based applications; coordinates with specialist teams.

Escalates incidents requiring advanced expertise to appropriate support tiers; supports user onboarding activities.

Assists in root cause analysis of recurring issues and updates knowledge documentation.