Job DescriptionWe 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.ResponsibilitiesProvide first-level technical support to end users via phone, email, and remote support tools, ensuring timely response and resolutionPerform initial triage of incidents and service requests, gathering relevant details to diagnose issues effectivelyTroubleshoot basic hardware, software, and connectivity issues using remote support methodsLog, categorize, and prioritize tickets in accordance with established service management processesFollow standard operating procedures and escalation paths to ensure consistent and efficient issue handlingAssist users with password resets, account unlocks, and basic access-related issuesUse remote tools to install software, apply standard configurations, and resolve user issuesMaintain accurate and detailed documentation of incidents, resolutions, and user interactionsEscalate issues requiring advanced troubleshooting or physical intervention to appropriate teamsDeliver professional, customer-focused support while maintaining clear and effective communicationQualifications1–2 years of IT support or customer service experienceBasic understanding of Windows operating systems and common business applicationsBasic knowledge of Windows and Microsoft 365 environmentsStrong customer service and communication skillsAbility to follow procedures and document work accuratelyBasic troubleshooting and problem-solving skillsAbility to work in a fast-paced, high-volume environmentFamiliarity with remote support tools and service management systemsAbility to work Monday – Friday, 8am – 5pmAbility to travel once a week to Ft. Worth locationPreferred QualificationsExperience in a help desk or service desk environment preferredFamiliarity with ticketing systems and remote support tools preferredAssociate degree or equivalent experience preferredWhat Success Looks Like In This RoleHigh-quality user support with strong customer satisfactionAccurate and consistent ticket handling and documentationEffective triage and escalation of issuesContinuous growth in technical knowledge and support capabilitiesReadiness to progress into Service Desk IIEEO StatementAll 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.#J-18808-Ljbffr