Desktop Support Engineer

Ascend Learning is a national leader in data driven, online educational solutions for learners, educators and employers in high-growth, licensure-driven professions spanning healthcare, fitness and wellness, skilled trades, insurance and financial services. We are passionate about accelerating learning while impacting job readiness, employment success and employee retention with the belief that our work changes lives.

Our culture is intentionally results-driven and selfless with a relentless focus on our customers. We believe in trust, transparency, freedom and responsibility with a commitment to meritocracy, inclusion and diversity of thought. Continual investment in our over 1500 employees is also a core principle realized through ongoing professional development and providing opportunities to grow, develop and lead. Ascend Learning is headquartered in Burlington, MA with additional office locations and remote workers in cities across the U.S.

Ascend Learning is hiring a Desktop Support Engineer to join our dynamic team in our Burlington, MA office location. The Desktop Support Engineer aids in resolving tier one through three end user support requests as well as properly escalating support requests when assistance from Ascend shared services is required. Our desktop support engineer will be providing technical software, hardware and network problem resolution to all Ascend Learning end users in a fast-paced environment. This is not a remote position. This position will work from our Burlington, MA office location.

Responsibilities & Duties

• Identifies, diagnoses and resolves tier one through three problems for users of the network, personal computer software and hardware, internet, new computer technology and communicates solutions to end-users.
• Provides one-on-one end-user problem resolution over the phone or via desktop sharing software for remote personnel.
• Delivers, sets up and assists in the configuration of end-user Windows and Apple desktop hardware, software and peripherals.
• Diagnoses and resolves end-user network or local printer problems, Window and Apple hardware problems, e-mail, internet, local-area network access problems and wireless network issues.
• Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements.
• Performs minor desktop hardware repair for Windows and Apple equipment and peripherals that are not covered by third-party vendor maintenance agreements.
• Create Active Directory accounts, modify existing accounts and deactivate accounts.
• Close all tickets within the stated SLA and OLA's.
• Assists in creating materials for end-user frequently asked questions (FAQs).

Education and Experience

• 2+ years providing Deskside/Phone Support for current Windows and Apple hardware and applications. These duties also include installing software and hardware, upgrading hardware, troubleshooting and repairing personal computers in a Corporate Environment.
• MCP (Microsoft Certified Professional) or equivalent certifications
• College level degree in computer related technologies preferred or equivalent experience required
• Mobile device troubleshooting and basic setup
• Software management with installing, upgrading and troubleshooting

Skills and Abilities

• Thorough understanding of Microsoft Office applications and both Windows and Apple operating systems
• Excellent verbal and communication skills

Ascend Learning, LLC is proud to be an equal opportunity employer (M/F/Vets/Disabled). No agency or search firm submissions will be accepted. Applications for U.S. based positions with Ascend Learning, LLC must be legally authorized to work in the United States and verification of employment eligibility will be required at the time of hire.

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