IT Service Desk Engineer

Remote
Full Time
IT
Mid Level

IT SERVICE DESK ENGINEER 

Department: IT Operations 

Reports To: Director of IT 

POSITION SUMMARY 

The IT Service Desk Engineer provides essential, hands-on technical support for our largely remote, U.S.-based team. This role manages all internal systems, from end-user hardware (laptops, peripherals) and software (M365/Google Workspace) to cloud-based telephony and core infrastructure. The ideal candidate must possess excellent customer service skills and the proven ability to proactively prioritize high-volume service requests and systems documentation to maintain operational efficiency during rapid company growth.  

WHO YOU ARE: 

  • You bring a growth mindset (always thinking of the next step and future needs) and have a passion for continuous improvement. 

  • You are a customer-service champion with excellent communication skills.  

  • You are a self-starter who thrives with minimal supervision.  

  • You are a problem-solver who enjoys learning new tools and environments.  

  • You are a team player who’s flexible, collaborative, and ready to wear multiple hats.  

  • You are someone who can lead small projects, make sound decisions, and communicate effectively across all levels of the organization.  

RESPONSIBILITIES 

End-User Support & Customer Service (Level 1 & 2) 

  • Serve as the primary point of contact for all internal employee technical support requests, maintaining a consistently high level of professionalism and customer satisfaction. 

  • Manage the full support ticket lifecycle using our ticketing system, ensuring all issues are logged, prioritized, documented, and resolved in a timely manner according to defined Service Level Agreements (SLAs). 

  • Provide hands-on troubleshooting for hardware (laptops, peripherals, monitors) and software issues, performing diagnostics, repairs, and coordinating warranties/replacements for our remote workforce. 

  • Provide on-call, after-hours, and occasional weekend support to address critical infrastructure or high-priority end-user issues, as required by business needs. 

Systems Administration & Infrastructure 

  • Administer and manage user accounts, groups, and access permissions primarily within Azure Active Directory (Entra ID) and Microsoft 365, with supporting knowledge of Google Workspace. 

  • Configure, deploy, and maintain endpoint security tools, Mobile Device Management (MDM) solutions, and antivirus software to ensure a secure and compliant remote computing environment. 

  • Provide configuration and troubleshooting support for cloud-based telephony solutions and collaboration tools like Microsoft Teams and Google Meet. 

Operational Efficiency & Documentation 

  • Maintain and contribute to the internal knowledge base and technical documentation (K-articles, SOPs) for both the IT team and end-users, ensuring all procedures are current and accurate. 

  • Assist in planning and executing small-scale IT projects, such as software rollouts, hardware upgrades, and system integrations, ensuring minimal disruption to business operations. 

  • Balance high-volume daily support requests with dedicated time for project work and documentation to ensure continuous forward progress and operational scalability. 

REQUIRED QUALIFICATIONS 

  • 3+ years of IT helpdesk or service desk experience. 

  • 2+ years of hands-on experience building and troubleshooting desktops/laptops. 

  • Experience with Azure Active Directory (Entra ID) / Microsoft 365 user management.  

  • Strong knowledge of Windows 11 and Microsoft Office applications.  

  • Experience with hardware & software support for peripherals like printers, scanners, various USB devices.  

  • Experience supporting collaboration tools like Microsoft Teams and Google Meet.  

  • Comfortable working with ticketing systems and remote support tools.  

PREFERRED QUALIFICATIONS 

  • Certifications such as CompTIA, Microsoft, or other relevant technical credentials.  

  • Experience with Google Workspace user management.  

  • Experience administrating cloud-based phone solutions.  

  • Experience with endpoint protection tools and MDM solutions (e.g., Antivirus solutions, Intune).  

JOB DETAILS AND PHYSICAL REQUIREMENTS 

  • This role does not require travel. 

  • This role requires the ability to sit and work at a desk for extended periods of time, using a computer and other office equipment. 

  • This role requires the ability to perform fine motor tasks, such as typing or using a mouse, for extended period of time. 

  • Must be authorized to work in the United States. 

  • Ability to pass a standard background check is required. 

  • This is an Exempt position. 

  • This is a Full-Time position. 

  • This is a Remote position. 

  • This is a staff position. 

  • The schedule for this position is generally Monday through Friday 8:000am through 5:00pm MST, CST, PST preferred, however the ability to work weeknights and weekends to fulfill the core duties of the role is required. 

COMPENSATION AND BENEFITS 

  • Base pay is paid at an hourly rate/annual salary rate. The range for this position is $50,000 to $70,000 depending on experience. 

  • Paid Life Insurance, medical plans, PTO, holidays. 

  • Dental and vision options. 

  • 401(k) with match. 

ABOUT VERO 

Vero Fiber was formed to fill a need in unserviceable and underserved communities where access to affordable, reliable broadband simply does not exist. Our goal is to bring the highest quality fiber optic-based broadband services to these communities. In addition, Vero strives to enhance communities by becoming an active partner in these communities by adding jobs, supporting local causes, and helping improve the connectivity of schools and rural healthcare as well. 

NOTICES 

Vero participates in E-Verify. Vero will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee’s Form I-9 to confirm work authorization. For more information about E-Verify, please visit: www.e-verify.gov 

This position requires the ability to pass a standard background check upon offer of position. 

At least 2 professional references are required. 

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