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 office.

Responsibilities

Troubleshooting: Diagnosing and resolving computer issues, such as hardware and software problems

Customer support: Responding to customer issues via phone, email, chat or deskside, and following up with customers to ensure issues are resolved

Training: Installing and training end users in new technologies, and writing and editing training manual

Ticket management: Managing help desk tickets in a timely manner

Escalation: Escalating more difficult cases to higher levels of support

Communication: Communicating effectively with customers, team members, and management

Ensure 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 users

Fosters a culture of Customer Service

Some travel between offices may be required

Qualifications

2 years’ experience as a help desk technician

Team player, enthusiastic, achievement driven attitude.

Passion for delivering remarkable customer experience.

Strong written and verbal communication Skills

Preferred

Experience with Manage Engine

5 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.