Desktop Engineer

Desktop Engineer

Position at Verii Pro in Chicago, IL.

Chicago, IL

• 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 Service Now (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 Service Now, for ticket and asset management.
• Ability to provide step‑by‑step technical guidance, both verbally and in writing.
• Excellent problem‑solving and communication skills.

Mid‑Senior level

Full-time

Information Technology

Technology, Information and Internet