Ascend Nonprofit Solutions - IT Desktop Support Technician

Ascend Nonprofit Solutions • Charlotte, NC

2d • Hybrid

About The Position

Ascend Nonprofit Solutions seeks a dedicated and customer-centric IT Desktop Support Technician. This role serves as the primary point of contact for technical support, delivering high-quality customer service to local nonprofit organizations. By managing and resolving critical hardware and software issues, you will directly enable these agencies to fulfill their community missions effectively.
Value Proposition
Mission-Driven Impact: Provide critical technology infrastructure that empowers nonprofit organizations to serve the community.
Professional Growth: Expand your technical expertise across enterprise environments, including Microsoft 365 and network infrastructure.
Collaborative Environment: Work alongside a dedicated IT team focused on operational excellence and shared success.

Requirements

• Ability to exercise independent judgment, reason objectively, and prioritize competing demands.
• Strong written and verbal communication skills, with the ability to explain complex technical concepts to non-technical users.
• Capacity to remain calm, professional, and efficient during system emergencies or high-stress situations.
• 2 to 4 years of proven success in a helpdesk or desktop support environment.
• High School Diploma required
• Solid understanding of DNS, DHCP, Office 365 environments, and workstation hardware architecture required.

Nice To Haves

• Associate degree or higher preferred.
• CompTIA A+, Network+, or Microsoft certifications are highly preferred.

Responsibilities

• Serve as the professional, empathetic first point of contact for all incoming IT service requests.
• Assume full ownership of user issues, ensuring accurate, thorough, and timely resolution.
• Partner with team members to co-lead helpdesk operations and optimize service delivery workflows.
• Document standard operating procedures, system configurations, and troubleshooting steps to enhance the team knowledge base.
• Provide comprehensive technical support to both on-premise and remote end-users.
• Diagnose and resolve hardware, peripheral, and software issues, including Microsoft 365, Remote Access, and Multi-Factor Authentication (MFA).
• Execute end-user provisioning, including imaging, deploying workstations, laptops, and mobile devices.
• Manage user accounts, access permissions, and security credentials across various corporate systems.
• Assist with network operations, troubleshooting connectivity issues, and managing directory access rights.
• Support hardware installations, system patching, and major software upgrades.
• Monitor system stability and maintain compliance with data security standards (including HIPAA and FERPA).

Benefits

• Comprehensive Medical, Dental, Vision insurance options
• Health and Dependent Care Flexible Spending Accounts
• Retirement plans with match
• 20 days PTO and 11 paid holidays
• Basic Life and Accidental Death & Dismemberment (AD&D)
• Voluntary Life and AD&D
• Company paid Short Term and Long-Term Disability Insurance
• Supplemental Benefit Offerings
• Fit4Work Wellness Program
• Employee Assistance Program

What This Job Offers

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