Service Desk Technician

At Verify Inc., we are committed to delivering exceptional service and support across our global operations. This role is responsible for providing high quality IT support while ensuring a positive end user experience.

PRIMARY ROLE AND RESPONSIBILITIES

Process Service Desk requests to ensure timely and effective resolution of end user inquiries while following IT Service Management best practices. Serve as the first point of contact for internal staff seeking technical assistance via phone, instant message, email, or ticketing systems. Deliver a high quality support experience and document all work and correspondence within the system. Diagnose and resolve basic technical issues and escalate unresolved matters to internal IT teams with detailed troubleshooting documentation. Provide in person support for employees at the Texas office and remote support for global end users, owning the end user experience from initial contact through final resolution. Assist with computer imaging, hardware setup, deployment activities, and shipping coordination for dispersed employees. Assess and escalate cybersecurity concerns, support audits, and help ensure compliance with security best practices. Perform preventive maintenance on workstations, printers, and peripheral devices. Liaise with vendors for support and task coordination related to designated hardware, software, and services. Administer Active Directory and Microsoft Entra ID, including user, group, and access management across hybrid identity environments. Provide support for Microsoft 365 applications and services. Contribute to the development and maintenance of knowledge base articles, service catalog entries, standard operating procedures, and workflow documentation that support both end users and the IT team. Manage IT inventory, oversee equipment check in/check out processes, and support infrastructure maintenance following change management practices. Provide occasional after hours support based on business needs.

OTHER RESPONSIBILITIES

Comply with the requirements of the company quality management system. Participate in corrective action initiatives, process improvement efforts, and special projects. Assist in writing departmental procedures, work instructions, and process mapping documentation. Maintain the professional image of the company and its customers. Conduct all interactions with customers, project specialists, suppliers, employees, and associates with the highest level of integrity and professionalism. Provide courteous, impartial, and equitable treatment to all individuals.

JOB SPECIFICATIONS AND QUALIFICATIONS

University degree in Computer Science, Information Systems, or a related field, or a minimum of four (4) years of relevant experience. Experience supporting end users across application, desktop, and Microsoft 365 environments with strong customer service and communication skills. Proficiency with Windows 10/11 and Windows Server 2016/2019/2022/2025 environments. Hands on experience with Active Directory and Microsoft Entra ID administration, endpoint security tools, and IT ticketing systems. Strong technical writing and documentation skills with the ability to create clear knowledge base articles, runbooks, and end user guides. Ability to diagnose and troubleshoot hardware, software, network, and security related issues. CompTIA A+ certification or Microsoft 365

Certified:

Modern Desktop Administrator certification preferred. Experience with PowerShell scripting and familiarity with ITIL best practices is a plus. Required to work on site five (5) days per week at the Texas office while supporting both local and global end users remotely. Application Question(s): Please describe your experience supporting end users in a Help Desk or IT Support environment. What experience do you have supporting Microsoft 365 applications and services?

Work Location:

In person