Application Support Analyst

DPR Construction

Service Desk Analyst Level 2 providing technical and application support to internal employees. Handling escalated issues and documenting incidents within IT Service Management systems in a hybrid work environment.

Posted 5/28/2026full-timeNorth Carolina, South Carolina, Texas • 🇺🇸 United StatesJuniorMid-LevelWebsite

Tech Stack

Tools & technologies

AndroidCloudiOSITSMServiceNow

About the role

Key responsibilities & impact

Provide support for hardware, software, mobile devices, and enterprise applications via phone, remote tools, email, chat, and ticketing systems.
Diagnose, troubleshoot, and resolve technical and application-related issues.
Handle escalated incidents and service requests.
Support Windows-based systems, Microsoft 365, cloud applications, and mobile devices (iOS and Android).
Coordinate with third-party vendors by creating, tracking, and managing vendor support tickets and following established escalation procedures.
Escalate incidents requiring specialized expertise to higher-level support teams when appropriate.
Accurately document incidents, service requests, and resolutions in the IT Service Management (ITSM) system.
Meet or exceed defined service level agreements (SLAs).
Assist in the creation, update, and maintaining of knowledge base articles and support documentation.
Educate users on technology best practices to reduce repeat incidents.
Collaborate proactively with team members, team leads, other IT teams, and business stakeholders.
Communicate clearly and professionally with both technical and non-technical audiences.
Keep leadership informed of trending issues, risks, and service impacts.
May be needed to participate in an on-call rotation, including occasional evenings, weekends, or overtime as required.

Requirements

What you’ll need

Associates or Bachelors degree in Information Technology, Computer Science, or a related field, or equivalent relevant experience.
2+ years of experience in Service Desk, Application Support, or a similar IT support role.
Experience working with IT Service Management systems (e.g., ServiceNow or comparable tools).
Strong knowledge of Microsoft 365 and Windows operating systems.
Experience supporting cloud-based and enterprise applications.
Excellent verbal and written communication skills.
Strong customer service mindset with professionalism, patience, respect, and empathy.
Ability to manage multiple priorities and perform effectively in high-pressure situations.
Collaborative, team-oriented approach with a willingness to learn and grow.

Benefits

Comp & perks

Hybrid work environment (remote and office-based)
Commitment to growth, innovation, and building great things

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

diagnosetroubleshootresolve technical issuessupport Windows-based systemssupport Microsoft 365support cloud applicationssupport mobile devicesdocument incidentsmanage service requestscreate knowledge base articles

Soft Skills

communication skillscustomer service mindsetprofessionalismpatiencerespectempathyability to manage multiple prioritiesperform effectively under pressurecollaborativewillingness to learn

Certifications

Associates degree in Information TechnologyBachelors degree in Computer Scienceequivalent relevant experience