Service Desk Technician II - Onsite

Job Description: Position Summary

The Service Desk Technician II provides advanced technical support to employees across the organization. This role resolves escalated incidents, supports user accounts and Windows environments, and helps maintain reliable access to business applications, devices, and services. The technician works with other IT teams and vendors to resolve issues and keeps users informed throughout the support process.

Key Responsibilities Provide Tier 1 and Tier 2 support for hardware, software, Windows, Microsoft 365, network connectivity, and business applications. Troubleshoot and resolve escalated incidents involving desktops, laptops, printers, mobile devices, and peripherals. Administer Active Directory accounts and objects, including creating and disabling accounts, managing groups, unlocking accounts, and resetting passwords. Assist with organizational units, Group Policy, and other account or policy issues; escalate complex changes when appropriate. Perform routine Windows Server support, including checking services and event logs, monitoring server health, and assisting with patching and maintenance. Support file and print services, including shared folders, access permissions, and printer connectivity. Help troubleshoot server-related issues involving DNS, DHCP, authentication, and network resources. Support endpoint deployment, configuration, software installation, updates, and asset tracking. Document work in the service management system, maintain accurate ticket notes, and follow incidents through resolution. Communicate clearly with users about issue status, workarounds, and next steps. Escalate incidents that require specialized infrastructure, security, network, or application support. Contribute to knowledge articles, process improvements, and recurring issue analysis.

Required Qualifications Associate degree in Information Technology or a related field, or equivalent hands-on experience. At least 4 years of experience in a service desk, desktop support, or technical support role. Experience supporting Windows 11, Microsoft 365, and common business applications. Practical experience administering Active Directory, including user and group management, password resets, and account troubleshooting. Working knowledge of Windows Server environments and common services such as file sharing, DNS, and DHCP. Familiarity with basic networking concepts, including TCP/IP, DNS, Wi-Fi, VPN, and connectivity troubleshooting. Experience using a ticketing system and maintaining clear, complete documentation. Strong customer service, communication, troubleshooting, and time-management skills.

Preferred Qualifications Experience supporting Microsoft Entra ID, Group Policy, and working knowledge of the registry. Familiarity with server monitoring, backup processes, patching, and access control. Experience supporting virtual desktop or application delivery platforms such as Citrix. Relevant certifications such as CompTIA A+, Network+, Microsoft certifications, or equivalent experience. Experience supporting users across multiple locations or in a hybrid work environment. #LI-SE1

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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.