- Location
- Dallas, United States of America
- Workplace
- Remote, Onsite
- Type
- Full-time
- Department
- IT
- Education
- Associate
- Source
- Workday
Description
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
Ability to travel once a week to Ft. Worth location
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
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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.
