Help Desk Technician

Overview:

The Help Desk Technician is responsible for assisting employees with technical issues related to computer systems, hardware, software, and related technologies.  This role involves efficiently troubleshooting problems both remotely and in person, while providing clear and effective guidance to users.

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• Diagnose and resolve hardware and software issues.
• Address inquiries via phone, email, chat, or in-person; follow up to ensure full resolution.
• Install new technologies and train end-users; create and update training manuals.
• Handle help desk tickets promptly and efficiently.
• Refer complex issues to higher-level support when necessary.
• Maintain clear and effective communication with customers, team members, and management.
• Ensure timely and accurate customer support daily; maintain a patient, friendly demeanor with a focus on customer satisfaction.
• Contribute to enhancing customer support by actively addressing queries and resolving complaints.
• Explain technical concepts in user-friendly language to non-technical staff and end-users.
• Promote and uphold a strong customer service culture.

• Minimum of 2 years of experience as a Help Desk Technician.
• Proven ability to work effectively as a team player with an enthusiastic and goal-oriented attitude.
• Customer service-focused with a commitment to delivering high-quality support.
• Excellent written and verbal communication skills.
• Proactive in time management and prioritization; adaptable and flexible.
• Ability to build and maintain professional relationships across all levels of the organization.
• Willingness to travel occasionally between the Plano and Fort Worth offices.
• Availability to work Monday through Friday, from 8am to 5pm, with overtime as needed.

• Previous experience in a similar role within a corporate environment.
• Experience with Manage Engine.

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.