L2 IT Support Technician

Ascend Partner Firms

17h

About The Position

Ascend is seeking an L2 IT Support Technician to join its regional service desk team and serve as a trusted point of contact for Partner Firms in an assigned region. The technician works the Freshservice queue daily, owning and resolving issues escalated beyond Ascend’s AI-first support layer through remote and deskside support. The role is regionally aligned to support time-zone coverage and nearby office visits, while also handling nationwide tickets as volume requires. The position requires troubleshooting across Ascend’s technology stack, working knowledge of tax and audit applications used by accounting professionals, and thorough documentation so recurring issues can move to self-service and AI resolution. The technician reports to the Regional IT Support Lead.

Requirements

At least 3 years of experience providing remote and deskside end-user support.
Public accounting industry experience is required.
Strong troubleshooting skills across Windows, Microsoft 365, and Azure Virtual Desktop environments.
Working knowledge of tax and audit applications, including CCH Axcess, UltraTax, CCH ProSystem Engagement, and Excel add-ins.
Familiarity with Intune, Entra ID, and endpoint management tools such as ControlUp.
Familiarity with ITIL frameworks and best practices.
Excellent customer service and communication skills, with a focus on user satisfaction.
Clear documentation and Knowledge Base writing skills.
Bias for action; reliability, process orientation, coachability, and a continuous improvement mindset.

Nice To Haves

Bachelor’s degree.
Relevant IT certifications.

Responsibilities

Own and resolve tickets escalated from the AI-first support layer, working the Freshservice queue and resolving at least 80% of assigned tickets at first human touch without further escalation.
Resolve at least 95% of assigned tickets within SLA response and resolution timeframes while delivering high-quality customer service.
Provide remote and deskside support across Azure Virtual Desktop (Nerdio), Microsoft 365, Windows endpoints, Intune, Zscaler, printing, conferencing, and office network connectivity.
Support accounting applications and add-ins, including CCH Axcess, UltraTax, CCH ProSystem Engagement, and Excel plugins such as Thomson Reuters, Bloomberg, and Adobe; escalate to L3 Application Support when needed.
Escalate issues to L3 and L4 teams through defined paths and include complete troubleshooting notes.
Use Freshservice as the system of record for every interaction, with accurate categorization, timely status updates, and closure only after user confirmation.
Keep ticket status and blockers current and maintain a documented plan for tickets that extend beyond standard timeframes; ensure work follows established channels.
Create a Knowledge Base or how-to article for resolutions that lack one, in a format usable by the AI-first support layer, and contribute articles used by AI and peers.
Perform regional onsite support, including quarterly site visits covering workstations, conferencing, and network rooms, using the standard change catalog for routine onsite work.
Complete assigned site visits and file the templated site visit report within two business days of each visit.
Participate in East and West shift coverage, the on-call rotation, and scheduled busy-season weekend coverage.
Support Technology Stack Transition (TST) and hypercare for newly joining Partner Firms in the region.