Service Desk Technician - Onsite

Overview

We are seeking a Service Desk I Technician to provide first-level technical support to end users, ensuring a responsive and positive user experience across the organization. This role serves as the primary entry point into IT, focused on remote support, ticket intake, and issue triage. The Service Desk I Technician will handle a high volume of user requests, resolve basic technical issues, and elevate more complex problems to appropriate teams while developing foundational IT skills and operational knowledge.

This is an onsite role.

• Provide first-level technical support to end users via phone, email, and remote support tools, ensuring timely response and resolution.
• Perform initial triage of incidents and service requests, gathering relevant details to diagnose issues effectively.
• Troubleshoot basic hardware, software, and connectivity issues using remote support methods.
• Log, categorize, and prioritize tickets in accordance with established service management processes.
• Follow standard operating procedures and escalation paths to ensure consistent and efficient issue handling.
• Assist users with password resets, account unlocks, and basic access-related issues.
• Use remote tools to install software, apply standard configurations, and resolve user issues.
• Maintain accurate and detailed documentation of incidents, resolutions, and user interactions.
• Escalate issues requiring advanced troubleshooting or physical intervention to appropriate teams.
• Deliver professional, customer-focused support while maintaining clear and effective communication.

• 1–2 years of IT support or customer service experience.
• Basic understanding of Windows operating systems and common business applications.
• Basic knowledge of Windows and Microsoft 365 environments.
• Strong customer service and communication skills.
• Ability to follow procedures and document work accurately.
• Basic troubleshooting and problem-solving skills.
• Ability to work in a fast-paced, high-volume environment.
• Familiarity with remote support tools and service management systems.
• Availability:
  Monday – Friday, 8am – 5pm.
• Travel: once a week to Ft. Worth location.

• Experience in a help desk or service desk environment.
• Familiarity with ticketing systems and remote support tools.
• Associate degree or equivalent experience.

• High-quality user support with strong customer satisfaction.
• Accurate and consistent ticket handling and documentation.
• Effective triage and escalation of issues.
• Continuous growth in technical knowledge and support capabilities.
• Readiness to progress into Service Desk II.

All qualified applicants for Pape-Dawson Engineers will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.