Help Desk - Intake Technicians (Start your Help Desk Career!)

About Us Verity is a fast-growing IT services organization supporting a diverse client base across small businesses, mid-sized companies, and enterprise environments. Our team operates in a high-energy, collaborative environment where Help Desk - Intake Technician serve as the front line of our help desk, ensuring every issue is properly triaged, documented, and routed so engineers can move quickly and efficiently. This role sits at the center of our support operation, balancing inbound calls, ticket intake, and real-time coordination across the technical team. This is an ideal entry point into IT with a clear path for growth. You will gain hands-on exposure to real-world environments, learn directly from experienced technicians and engineers, and gradually move from intake and dispatch into troubleshooting and resolution. We invest in development through mentorship, certification support, and internal promotion paths, with many team members progressing from Intake → Help Desk → Systems Administration. If you are looking to launch or accelerate an IT career in a supportive, fast-paced environment, this role provides both structure and opportunity. What You'll Do Own high-volume Help Desk intake across inbound phone calls and ticket requests, ensuring all issues are captured quickly and accurately Gather structured, actionable information from end users including screenshots, environment details, and clear issue summaries Triaging incoming requests and routing tickets to the appropriate technician without delay or duplication Balance multiple concurrent tasks including calls, ticket documentation, and dispatch coordination Ensure tickets are complete, properly categorized, and usable without downstream rework Make real-time decisions on escalation vs continued troubleshooting within defined handling windows Maintain strong pace and organization so no tickets sit unassigned or unresolved Provide excellent customer service across technical and non-technical users Learn internal systems, workflows, and client environments to improve accuracy and speed Gradually begin resolving basic technical issues such as password resets, printer setup, Outlook issues, and account provisioning Who You Are Bachelor's degree in Information Technology or related field preferred; foundational technical knowledge and certifications such as A+, Network+, or similar are a plus Strong organizational skills and attention to detail, with the ability to document issues clearly and accurately Ability to multitask and manage high call and ticket volume in a fast-paced environment Excellent communication skills with a customer-focused approach supporting both technical and non-technical users Sound judgment, ownership, and a desire to learn and grow within an IT support career path

Pay:

$40,000.00 - $45,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Flexible schedule Health insurance Health savings account Life insurance Paid time off Professional development assistance Referral program Retirement plan Tuition reimbursement Vision insurance Application Question(s): This position is onsite in Downers Grove - are you comfortable with that?

Work Location:

In person