## Service Desk Technician I - OnsiteApplylocations: Plano, TXtime type: Full timeposted on: Posted 2 Days Agojob requisition id: JR101279**Job Description:****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 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**Qualifications*** 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**Preferred Qualifications*** 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.#J-18808-Ljbffr