Sr. Onsite Service Desk Technician

Sr. Onsite Service Desk Technician

Reports To: Service Desk Supervisor Department: Service Desk
Location: Minneapolis, MN Exemption Status: Non-Exempt

PURPOSE:
Ascend Technologies is currently seeking a "Sr. Onsite IT Support Technician" within our Managed Services practice in the Minneapolis area. This person will be responsible for managing users and issues onsite with a client in the Minneapolis area. The Sr. Onsite IT Support Technician is expected to be able to provide advanced desktop and end user support as well as assist with the support of server and network environments, including but not limited to Active Directory, local network devices and VoIP telephony.
RESPONSIBILITIES:

• Thoroughly and accurately understand issues and analyze problems in a systematic fashion. 

• Analyze each specific request and determine the underlying problem while recommend proper solutions. 

• Understand and execute standard escalation procedures with tier two (engineer) support. 

MINIMUM SKILLS, EDUCATION AND EXPERIENCE

• Customer Service & Communication – Ability to respond calmly to high pressure situations and to professionally communicate with nontechnical staff, executives, and vendors. 

• Troubleshooting & Problem Solving – Demonstrate good decision making, quickly, in a dynamic environment. 

• Multitasking & Efficiency – Thoroughly and accurately understand issues and analyze problems in a systematic fashion. 

• Strong background in Windows client operating systems, standard desktop applications (i.e. Office, Internet Explorer, anti-virus tools), Windows Server Operating Systems, Active Directory, Exchange, desktop imaging. 

• General issues resolution for Exchange, MDM, BES, Citrix, Firewalls, VPNs, and other more advanced pieces of infrastructure. 

• Experience with Mobile device support, desktop imaging, and Microsoft Teams. 

• Excellent organizational, time-management, verbal, and written communication skills. 

• Microsoft (MCP, MCSA) certifications preferred. 

• 3-5 years customer service-related experience. 

• 2-3 years working as a sole technical resource preferred. 

• 1-2 years' experience supporting backend IT infrastructure such as Exchange, Citrix, and Active Directory. 

At Ascend Technologies we firmly believe that diversity, equity, and inclusion are not only fundamental values but also powerful drivers of innovation, growth, and success. We are committed to fostering an environment where every individual feels valued, respected, and empowered.
CORE VALUES
We are seeking highly motivated individuals who have the willingness and ability to demonstrate Ascend core values:

• Committed to Client Success: Our actions and our words always align with the best interest of the client.
• One Team: We work collaboratively to overcome challenges with humility and respect and do what it takes to find innovative solutions.
• Integrity: We are unquestionably committed to doing the right thing even when it is hard.
• Accountability: We hold ourselves and each other accountable for keeping our commitments to our clients, our communities, and one another.
• Transparency: We create open lines of communication with each other and our clients, fostering relationships founded on candor and trust.