Desktop Support Engineer

Ascend Learning, LLC • Burlington, MA

3d • $46,200 - $66,000 • Onsite

About The Position

Ascend Learning is hiring a Desktop Support Engineer to provide on-site support at its Burlington, Massachusetts office. The role provides customer-focused technical support by troubleshooting and resolving tier one through three issues and escalating requests to Ascend shared services when needed. The engineer resolves software, hardware, and network problems for end users in a fast-paced environment and supports both Windows and Apple equipment.

Requirements

• High school diploma or GED.
• At least 2 years of experience providing deskside and phone support for current Windows and Apple hardware and applications.
• Experience troubleshooting mobile devices and performing basic setup.
• Experience with software management, including installation, upgrades, and troubleshooting.
• Thorough understanding of Microsoft Office applications and Windows and Apple operating systems.
• Excellent verbal and communication skills.

Nice To Haves

• Bachelor’s degree in a computer-related field or equivalent work experience.
• Experience installing software and hardware, upgrading hardware, and troubleshooting and repairing personal computers in a corporate environment.
• MCP (Microsoft Certified Professional) certification or equivalent certifications.

Responsibilities

• Close all tickets within the stated SLA and OLA requirements.
• Create, modify, and deactivate Active Directory accounts.
• Perform minor desktop hardware repairs on Windows and Apple equipment and peripherals not covered by third-party maintenance agreements.
• Coordinate timely repairs for PC equipment covered by third-party maintenance agreements.
• Diagnose and resolve end-user network, local printer, Windows and Apple hardware, email, internet, local-area network access, and wireless network issues.
• Deliver, set up, and assist with configuration of end-user Windows and Apple desktop hardware, software, and peripherals.
• Provide one-on-one problem resolution to end users by phone or desktop-sharing software, including remote personnel.
• Contribute to IT projects such as system migrations, rollouts, and major upgrades, with a focus on the Endpoint Security Program.
• Identify, diagnose, and resolve tier one through three problems involving network, personal computer software and hardware, internet, and new computer technology, and communicate solutions to end users.
• Assist in creating frequently asked questions (FAQs) materials for end users.
• Escalate support requests when assistance from Ascend shared services is required.

Benefits

• Health, dental, and vision insurance
• Company-paid life insurance
• 401(k) with company match
• Paid time off and parental leave
• Employee assistance program
• Wellness programs such as Headspace and Airvet
• Charitable matching program
• Most regular, full-time employees are eligible to participate in an incentive bonus or sales plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED