Service Desk Technician

Keystone Engineering Inc.; Gonzales, Northern (LA, KY); Hybrid; USD 42,000 - 52,000; Full time

Job summary

VeraPro is seeking a Service Desk Technician in Gonzales, Louisiana to serve as a frontline technical resource. You will support computers, cloud services, networks, printers, and mobile devices for our customers in a fast-paced MSP setting.

This role emphasizes troubleshooting, customer interaction, and documentation, with opportunities to learn new technologies and advance within the team. It is an on-site position based at VeraPro's Gonzales office, with occasional travel to customer

Qualifications

• Experience in Level 1–2 IT support for Windows desktops and basic networks.
• Strong customer service and clear communication with non-technical users.
• Familiarity with VPNs, DNS, DHCP, and Wi‑Fi.
• Willingness to learn new technologies in an MSP environment.

Responsibilities

• Provide Level 1 and Level 2 technical support to VeraPro customers.
• Respond to support requests via phone, email, remote tools, and ticketing system.
• Troubleshoot Windows desktops and laptops.
• Assist with user accounts, passwords, permissions, and access.
• Document troubleshooting steps and communications in tickets.
• Escalate complex issues to senior engineers when needed.

Skills

Customer service

Windows OS

Hardware troubleshooting

Office apps

Networking basics

Analytical thinking

Multi-tasking

Documentation

Teamwork

Learning mindset

Tools

RMM platforms

Ticketing systems

Job description

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.

Position Summary

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 eliminate customer service requests while maintaining VeraPro's standards for customer service, documentation, security, and technical quality.

What You'll Do

• 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.

What We're Looking For

Required

• 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.

Preferred

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

Certifications

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

What Makes Someone Successful at VeraPro

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 our technicians to own the problem, communicate with the customer, use available resources, document their work, and make sure the issue moves toward resolution.

Work Location

This is an on-site position based at VeraPro's Gonzales, Louisiana office.

Some travel to customer locations in the surrounding region may occasionally be required.

Why VeraPro?

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.

Equal Opportunity Employer, including disabled and veterans.