Help Desk Technician

About MGE

MGE Underground is a growing utility infrastructure contractor serving utility companies from our Paso Robles headquarters and regional hubs throughout California. Our mission is to support our clients’ expanding utility and infrastructure requirements by positioning MGE as the leading provider of innovative construction solutions at the best value.

Core Values:
Safety | Continuous Development | Respect | Integrity | Performance | Trust | Fun.

The Help Desk Technician is responsible for being at the front line for all technology-related issues. This individual must have excellent problem-solving, communication, and interpersonal skills, along with patience, a customer-friendly attitude, and the ability to work in a team environment. The Technician should have some technical understanding of Microsoft operating systems, including various hardware, software, and networking systems.

• Provide excellent Help Desk customer service as first point of contact for IT support, requests via phone, ticketing system, email, and walk-up requests.
• Log, track, and document incidents, troubleshooting steps, and resolutions accurately in the ticketing system in a timely manner.
• Assist multiple IT functions, including Systems and Provisioning, as required.
• Act as a liaison between end users and other IT departments during escalated issues.
• Coordinate with the Provisioning team for device deployments, replacements, and inventory accuracy.
• Configure and support new or replacement company devices as needed to ensure functionality.
• Set up and troubleshoot workstations, laptops, mobile devices, and printers on site.
• Notify the Provisioning team when equipment ordering or replacements are required.
• Distribute, comments, assigns tickets to various departments.
• Recognize issues requiring escalation and coordinate with Tier 2 Support as appropriate.
• Knowledge of various systems and applications in technical ecosystem.
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, network, and hardware.
• Work with field employees providing guidance/instruction to resolve IT related issues.
• Onboard new hires through Active Directory and assign the appropriate license through 365 Admin for their position.
• Process terminations, communication with supervisors, and address mailboxes as needed.
• Troubleshoot PGE application issues.
• Renew LAN ’s monthly.
• Update and follow documentation and processes.
• Record, track, and document the incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Identify system issues, recurring issues, or trends, and elevate findings to the technical team.
• Conduct system user training for new programs when necessary.
• Troubleshoot and manage relatively simple hardware, software, or network problems.
• Perform other duties as assigned by supervisor.
• Travel to all company locations as needed.

• Strong knowledge of computer systems, including configuration, maintenance, and troubleshooting of hardware, software, networks, printers, and mobile devices.
• Proficiency in Windows operating systems and Microsoft Office, with a basic understanding of Microsoft Server environments and core networking concepts (DHCP, DNS, LAN/WAN, wireless).
• Excellent customer service, interpersonal, verbal, and written communication skills, with the ability to explain technical issues in clear, user-friendly terms.
• Patient, detail-oriented problem solver capable of working in a fast-paced, high-demand environment with a predominantly non-technical user base.
• Ability to work effectively both independently and collaboratively within a team.
• Valid Class C Driver’s License; clean driving record and no driving restrictions.

• High School Diploma or GED.
• Minimum one year of experience in a similar Help Desk support role.

Pay: $23.00 - $26.00 per hour. This pay range is our competitive compensation at the time of this job posting. Your pay will be determined based on experience, education, skills, and applicable knowledge.

• Medical, dental, vision, and life insurance.
• 401K
• Vacation accrual for all non-exempt employees in addition to ten paid company holidays.
• Multiple monitors, standing desks, and other ergonomic equipment to match your work style.
• Monthly birthday celebrations, team lunches, company-wide employee recognition events, and other employee engagement opportunities.
• Employer-sponsored learning/career development opportunities and conferences/seminars.
• Employee Assistance Program: no-cost counseling, legal consultation, financial consultation, , emotional well-being resources, dependent care resources, and crisis consultation.

Job Type: Full-Time, On-Site

MGE Underground is an equal opportunity employer and does not discriminate based on any protected characteristics.