Help Desk Technician I

Job Description:

Overview

This position plays a critical role in supporting users by addressing technical issues related to computer systems, hardware, software, and related technologies. Support is provided both remotely and in person, with responsibilities that include system configuration, troubleshooting, and issue resolution. Success in this role requires a strong customer service mindset, excellent communication skills, and a solutions-focused approach.

Responsibilities

• Diagnose and resolve computer-related issues, including hardware and software troubleshooting.

• Provide responsive customer support via phone, email, chat, and in-person (deskside) assistance.

• Manage and prioritize help desk tickets, ensuring timely resolution and follow-up with users.

• Escalate complex issues to higher-level support staff when necessary.

• Install and configure systems and software; provide user training as needed.

• Create, maintain, and update end-user documentation and training materials.

• Communicate clearly and effectively with customers, team members, and leadership.

• Foster a customer service-focused environment with a professional and friendly demeanor.

• Identify opportunities to improve support processes and contribute to service enhancement efforts.

• Translate technical concepts into user-friendly language for non-technical users.

• May involve occasional travel between office locations.

Qualifications

• 2 years of experience in a help desk or IT support role

• Experience with ManageEngine or similar IT service management tools

• Strong analytical and problem-solving skills

• Effective communication skills, both written and verbal

• Ability to establish and maintain effective working relationships with others

• Flexibility to adapt to changing priorities and deadlines

• Reliability and dependability

• Team-oriented mindset with a positive, service-driven approach

• Commitment to delivering high-quality customer support

• Ability to work Monday – Friday, 8am – 5pm with overtime as needed

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.