Job Description:

Overview

At Pape-Dawson we value providing superior customer service and are committed to the successful operation of our information technology systems. We are seeking a qualified IT help desk technician to assist our customers with technical problems concerning computer systems, hardware, and software and related technologies. The technician will work with customers remotely and in person, guiding them through systems configuration and troubleshooting, while aiming to resolve issues with efficiency. Standout candidates will be excellent problem-solvers with outstanding communication and customer service skills this position works in the Plano Texas office.

Responsibilities

Troubleshooting: Diagnosing and resolving computer issues, such as hardware and software problemsCustomer support: Responding to customer issues via phone, email, chat or deskside, and following up with customers to ensure issues are resolvedTraining: Installing and training end users in new technologies, and writing and editing training manualTicket management: Managing help desk tickets in a timely mannerEscalation: Escalating more difficult cases to higher levels of supportCommunication: Communicating effectively with customers, team members, and managementEnsure customer service is timely and accurate daily.Demeanor: Patient, Friendly demeanor with a great aptitude for listening with a customer service focus.Contribute to improving customer support by actively responding to queries and handling complaints.Ability to present ideas in user-friendly language to non-technical staff and end usersFosters a culture of Customer ServiceSome travel between Plano, Dallas and Ft. Worth.

Qualifications

2 years’ experience as a help desk technicianTeam player, enthusiastic, achievement driven attitude.Passion for delivering remarkable customer experience.Strong written and verbal communication Skills

Preferred Qualification:

Experience with Manage Engine5 or more years’ experience as a help desk technician

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.