Service Desk Technician I - Onsite

About the role

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 escalate more complex problems to appropriate teams while developing foundational IT skills and operational knowledge. This is an onsite role.

Responsibilities

• 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

Requirements

• 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
• Ability to work Monday - Friday, 8am - 5pm
• Experience in a help desk or service desk environment preferred
• Familiarity with ticketing systems and remote support tools preferred
• Associate degree or equivalent experience preferred
• What Success Looks Like in this role:
• 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
• #LI-SE1
• EEO Statement:
• 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.

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