Service Desk Technician

Vera Pro 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 Vera Pro 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 elevate customer service requests while maintaining Vera Pro's standards for customer service, documentation, security, and technical quality.

• Provide Level 1 and Level 2 technical support to Vera Pro customers.
• Respond to support requests received by phone, email, remote support tools, and the Vera Pro 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 Vera Pro 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 Vera Pro 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
• 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:

• Dependable and accountable
• Professional and positive
• Curious and willing to learn
• 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…