VeriiPro
Desktop Engineer
Position at VeriiPro in Chicago, IL.
Location Chicago, IL
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.
Technical Experience & Qualifications
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.
Seniority level Mid‑Senior level
Employment type Full-time
Job function Information Technology
Industries Technology, Information and Internet
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Location Chicago, IL
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.
Technical Experience & Qualifications
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.
Seniority level Mid‑Senior level
Employment type Full-time
Job function Information Technology
Industries Technology, Information and Internet
#J-18808-Ljbffr