Service Desk Technician

VeraPro is a Louisiana-based technology solutions provider and Managed Service Provider (MSP) serving businesses, healthcare organizations, educational institutions, government agencies, and other organizations throughout the region.

Our team provides managed IT services, cybersecurity, cloud solutions, infrastructure, networking, backup and disaster recovery, and technology support.

Our goal is simple: Your True Partner in IT.

We are looking for a motivated and customer-focused Service Desk Technician to join our team at our Gonzales, Louisiana office.

The Service Desk Technician serves as a frontline technical resource for VeraPro customers, providing professional and timely support for computers, applications, cloud services, networks, printers, mobile devices, and other business technology.

This position is ideal for someone who enjoys troubleshooting, working directly with customers, learning new technologies, and solving problems in a fast-paced MSP environment.

The technician will receive, document, troubleshoot, resolve, and escalate customer service requests while maintaining VeraPro's standards for customer service, documentation, security, and technical quality.

Provide Level 1 and Level 2 technical support to VeraPro customers.

Respond to support requests received by phone, email, remote support tools, and the VeraPro ticketing system.

Troubleshoot Windows desktops and laptops.

Support email, productivity, collaboration, cloud storage, and business applications.

Assist with user accounts, passwords, permissions, group memberships, and access issues.

Troubleshoot printers, scanners, peripherals, and mobile devices.

Diagnose basic wired and wireless network connectivity issues.

Troubleshoot VPN and remote-access problems.

Install and configure computers, software, printers, and other business technology.

Perform remote troubleshooting and remediation using remote monitoring and management tools.

Assist with employee onboarding and offboarding for VeraPro customers.

Document troubleshooting steps, resolutions, and customer communications in service tickets.

Escalate issues to senior technicians, systems administrators, network engineers, or cybersecurity personnel when appropriate.

Follow VeraPro security policies and customer-specific procedures.

Maintain accurate technical and customer documentation.

Communicate clearly with both technical and non-technical customers.

Participate in ongoing technical training and professional development.

Strong customer-service and communication skills.

Working knowledge of modern Windows desktop operating systems.

Basic understanding of computer hardware and software troubleshooting.

Familiarity with common business productivity and collaboration applications.

Basic understanding of networking concepts such as TCP/IP, DNS, DHCP, Wi-Fi, and VPNs.

Ability to troubleshoot problems logically and methodically.

Ability to manage multiple support requests and priorities.

Strong documentation and organizational skills.

Ability to work effectively as part of a technical team.

Willingness and ability to learn new technologies.

Experience with one or more of the following is a plus:

Managed Service Provider (MSP) environments

Cloud productivity and collaboration platforms

Cloud and on-premises identity management

Directory services

Windows Server environments

Remote Monitoring and Management (RMM) platforms

Professional Services Automation (PSA) or ticketing systems

Endpoint protection and Endpoint Detection and Response (EDR)

Email security platforms

Identity security solutions

Backup and disaster recovery solutions

SaaS and cloud backup solutions

Business-class wired and wireless networking

Firewalls, switches, and wireless networks

Cybersecurity monitoring and remediation tools

Industry-recognized certifications in the following areas are preferred but not required:

Desktop and endpoint support

Networking

Cybersecurity

Cloud technologies

Systems administration

IT service management

Technical skills are important, but how you work with customers and teammates matters just as much.

Successful Service Desk Technicians are:

Customer focused

Dependable and accountable

Professional and positive

Curious and willing to learn

Strong communicators

Organized

Detail oriented

Security conscious

Comfortable asking for help when appropriate

Able to take ownership of an issue through resolution or proper escalation

We don't expect every technician to know the answer immediately. We do expect our technicians to own the problem, communicate with the customer, use available resources, document their work, and make sure the issue moves toward resolution.

Joining VeraPro provides an opportunity to work with a wide variety of technologies and customers while developing skills across IT support, networking, cloud services, systems administration, and cybersecurity.

Unlike many internal IT positions where technicians work with the same environment every day, an MSP technician is exposed to multiple customer environments and technologies—providing significant opportunities to learn and advance.