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Help Desk Support Specialist

4 weeks ago

Plano, Texas, United States Pape-Dawson Engineers Full time

Job Summary:

The Help Desk Technician role at Pape-Dawson Engineers involves providing technical assistance to employees with computer systems, hardware, and software issues. This position requires efficient troubleshooting, clear communication, and effective problem-solving skills.

Key Responsibilities:

  • Diagnose and resolve hardware and software issues.
  • Address inquiries via phone, email, or in-person, and follow up to ensure full resolution.
  • Install new technologies and train end-users, creating and updating training manuals as needed.
  • Handle help desk tickets promptly and efficiently, referring 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, maintaining a patient and 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.

Requirements:

  • 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.

Preferred Qualifications:

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

Pape-Dawson Engineers is an equal opportunity employer and welcomes applications from qualified candidates without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.