Desktop Support Engineer

WHAT YOU'LL DO

• Ascend Learning is hiring a Desktop Support Engineer to support our team on-site in Burlington, MA. As a Desktop Support Engineer, you will be tasked with providing exceptional customer service while troubleshooting and resolving tier one through three technical issues as well as properly escalating support requests when assistance from Ascend shared services is required. The Desktop Support Engineer will provide technical software, hardware and network problem resolution to all Ascend Learning end users in a fast-paced environment. WHERE YOU’LL WORK This position will work on-site at our office located in Burlington, MA. Remote work will not be considered. HOW YOU’LL SPEND YOUR TIME Close all tickets within the stated SLA and OLA’s. Create Active Directory accounts, modify existing accounts, and deactivate accounts. Perform minor desktop hardware repair for Windows and Apple equipment and peripherals that are not covered by third-party vendor maintenance agreements Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements. Diagnose and resolve end-user network or local printer problems, Window and Apple hardware problems, e-mail, internet, local-area network access problems and wireless network issues. Deliver, set up and assist in the configuration of end-user Windows and Apple desktop hardware, software and peripherals. Provide one-on-one end-user problem resolution over the phone or via desktop sharing software for remote personnel. Contribute to IT projects, such as system migrations, rollouts, or major upgrades with a focus on our Endpoint Security Program. Identify, diagnose and resolve tier one through three problems for users of the network, personal computer software and hardware, internet, new computer technology and communicates solutions to end-users. Assists in creating materials for end-user frequently asked questions (FAQs). WHAT YOU'LL NEED High school diploma or GED required; Bachelor’s degree in a computer related field or equivalent work experience preferred 2+ years experience providing Deskside\Phone Support for current Windows and Apple hardware and applications Experience installing software and hardware, upgrading hardware, troubleshooting and repairing personal computers in a Corporate Environment preferred MCP (Microsoft Certified Professional) or equivalent certifications preferred Experience with mobile device troubleshooting and basic setup Experience in software management with installing, upgrading and troubleshooting Thorough understanding of Microsoft Office applications and both Windows and Apple operating systems Excellent verbal and communication skills HIRING RANGE The current full-time, annualized base pay hiring range for this role is $46,200.00-$66,000.00. In accordance with applicable state laws, we are providing the expected pay range for this position. Individual compensation will be determined by various factors, including relevant experience, qualifications, current business needs and local market factors. Most regular, full-time employees are eligible to participate in an Ascend incentive bonus or sales plan.