IT Support Engineer II

Ascendium Brand • Madison, WI

21h • Onsite

About The Position

The IT Support Engineer II provides direct technology support to Ascendium employees as a primary point of contact for questions, incidents, and service requests. The role supports employee computers, mobile devices, applications, accounts, and workplace technology, handling requests through the service desk and resolving issues at first contact whenever practical. The engineer owns assigned requests through resolution, keeps employees informed, documents work, and coordinates with other support engineers, IT and Security specialists, business partners, and vendors when additional expertise is needed.

The position is based in Madison, Wisconsin, and generally works in the office five days per week to provide hands-on employee support. The engineer manages employee and hardware lifecycle activities, including onboarding and offboarding, device preparation and deployment, replacement, recovery, and secure retirement. The role also contributes to service improvements, documentation, problem management, and a secure, reliable employee technology experience.

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 with 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 promptly 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 accurately.
• Own assigned incidents and service requests through resolution, communicate status, and escalate with clear context when specialized support is needed.
• Prepare, image, configure, deploy, upgrade, replace, recover, and securely retire employee devices and peripherals in accordance with 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 practical changes that improve first-contact resolution and the employee support experience.
• Maintain useful knowledge articles, troubleshooting steps, and device setup instructions for the team and employees.
• Recommend safe workarounds that restore productivity while longer-term fixes are being 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, apply feedback, and help employees adjust to technology 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 to help the team resolve similar requests more quickly.
• Listen carefully, ask clarifying questions, explain next steps in suitable 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 and follow access, device, and change procedures.
• Build trusted relationships by following through on commitments and seeking feedback.
• Break down technical problems, test likely causes, choose a practical resolution path, use available documentation and tools, and involve subject matter experts when appropriate.
• Look for patterns in repeat incidents and provide useful evidence for problem management; verify solutions with employees and ensure complete handoffs or resolutions.
• Perform additional duties as assigned.

Benefits

• Comprehensive medical, dental, and vision insurance.
• Generous time off.
• Student loan repayment assistance and 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