IT Support Engineer II

Ascendium Education Group • Madison, WI

6h • Onsite

About The Position

The IT Support Engineer II provides direct support to Ascendium employees as a primary point of contact for technology questions, incidents, and service requests. The role answers the IT support phone line, responds through the service desk, and resolves issues at first contact whenever practical.

As a member of the IT and Security team, the engineer supports end-user computers, mobile devices, applications, accounts, and workplace technology. The engineer owns requests through resolution, keeps employees informed, and coordinates with support engineers and specialists when additional expertise is needed. The role includes troubleshooting, ticket documentation and prioritization, device lifecycle management, and coordination of employee onboarding, role changes, and offboarding.

The position is based in Madison, Wisconsin, where Ascendium is headquartered. The engineer generally works in the office five days per week to provide hands-on support as needed.

Requirements

• Knowledge equivalent to a degree in information technology or a related field, or comparable practical experience.
• Three or more years of experience in end-user support, service desk, or deskside support.
• Working knowledge of computer hardware, operating systems, applications, accounts, and basic networking.
• Ability to troubleshoot independently and resolve a broad range of employee issues by phone or in person.
• Patient, empathetic, and responsive customer service.
• Ability to organize a ticket queue, assess urgency, follow through, and work with general direction.
• Clear oral and written communication with employees, IT colleagues, and vendors.
• Sound judgment, professionalism, curiosity, and commitment to secure handling of company information.

Nice To Haves

• Experience supporting both Windows and Apple devices in a business environment.
• Experience with endpoint management, device imaging, patching, and hardware inventory tools.
• Experience supporting Microsoft 365, identity and access requests, and common collaboration tools.
• Experience coordinating employee onboarding, offboarding, equipment refreshes, and asset recovery.
• Experience with IT service management tools, knowledge bases, and service metrics.
• Experience supporting mobile devices, printers, phones, and meeting room technology.

Responsibilities

• Answer the IT support phone line and respond to tickets, chats, and walk-up requests as a welcoming first point of contact.
• Diagnose and resolve common account, application, device, connectivity, printing, and collaboration issues at first contact whenever practical.
• Provide Level 2 troubleshooting for Windows and Apple computers, mobile devices, peripherals, phone and voice services, and meeting room technology.
• Document symptoms, troubleshooting steps, resolutions, urgency, and follow-up in the service desk system; classify and prioritize requests.
• Own assigned incidents and requests through resolution, communicate status, and escalate with relevant context when specialized support is needed.
• Prepare, image, configure, deploy, upgrade, replace, recover, and securely retire employee devices and peripherals according to IT standards.
• Coordinate employee onboarding, role changes, and offboarding, including account and access requests, equipment setup and collection, inventory, and documentation.
• Identify recurring contacts and suggest improvements to first-contact resolution and the employee support experience.
• Maintain knowledge articles, troubleshooting steps, and device setup instructions for employees and the team.
• Recommend safe workarounds that restore productivity while longer-term fixes are developed.
• Help improve service desk processes, ticket quality, response times, and hardware lifecycle practices.
• Adapt to changing technology, support priorities, and employee needs; learn new systems and tools and apply feedback.
• Help employees adjust to device, application, and process changes.
• Collaborate with support engineers, IT and Security specialists, business partners, vendors, and other teams to resolve incidents and deliver consistent support.
• Share findings and documentation so the team can resolve similar requests more quickly.
• Listen carefully, ask clarifying questions, explain next steps in employee-appropriate language, and provide timely updates on tickets, planned work, outages, and escalations.
• Write clear ticket notes and communicate respectfully by phone, chat, email, and in person.
• Prioritize service based on business impact, urgency, security, and agreed service expectations; protect employee and company information by following access, device, and change procedures.
• Build trusted relationships by following through on commitments and seeking feedback.
• Break down technical problems, test likely causes, use documentation and tools, involve subject matter experts when appropriate, identify patterns in repeat incidents, and verify solutions with employees.
• Perform additional duties as assigned.

Benefits

• Comprehensive medical insurance
• Dental insurance
• Vision insurance
• Generous time off
• Student loan repayment assistance
• Tuition reimbursement
• Career advancement, ongoing training, and professional development opportunities
• Retirement savings plan with employer match

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed