What are the responsibilities and job description for the Desktop Engineer position at VeriiPro?
Key Responsibilities
- Diagnose and troubleshoot technical issues, including account setup, network configuration, software, and hardware problems
- Provide hands-on desktop support for PCs, laptops, and peripherals in a mixed Windows and Mac environment
- Perform network troubleshooting, particularly related to VPN connectivity and wireless configurations, including integration with Zscaler
- Manage IT assets and inventory tracking using ServiceNow (SNOW)
- Ensure timely resolution of hardware and software issues to maintain high user satisfaction
- Escalate unresolved or complex issues to appropriate internal teams (e.g., software development or infrastructure teams)
- Provide prompt, accurate feedback and updates to end users
- Log all incidents, service requests, and resolutions accurately in the ticketing system
- Reference internal knowledge bases and external resources to deliver effective technical solutions
- Prioritize and manage multiple open tickets simultaneously
- Follow up with users to confirm systems are fully functional post-resolution
- Prepare accurate and timely reports on support activities
- Create and maintain Knowledge Base (KB) articles to document technical procedures and solutions
- Build and maintain positive relationships with clients and internal stakeholders
- 6 years of hands-on experience providing desktop support in Windows and Mac environments
- Proven experience as a Desktop Support Engineer, Technical Support Engineer, IT Help Desk Technician, or similar role
- Strong proficiency in troubleshooting Windows and macOS hardware and software
- Solid understanding of computer systems, mobile devices, and peripheral equipment
- Experience with VPNs, wireless networking, and endpoint security tools
- Familiarity with ITSM tools, preferably ServiceNow, for ticket and asset management
- Ability to provide step-by-step technical guidance, both verbally and in writing
- Excellent problem-solving and communication skills