PURPOSE:
The successful candidate is a disciplined, self-motivated IT generalist who enjoys working with people as much as they enjoy working with technology, servers, and applications. The position requires the ability to be in a mobile role, meeting our business partners onsite to provide technical resolution and expertise at the client’s business location. RESPONSIBILITIES:
Responsible for onsite rounding at the client’s location(s) responsible for technical support for desktops using Microsoft Windows or MacOS.
Provide first level onsite systems support for various Microsoft products, third-party software, and cloud applications.
Provide hands-on system and network support serving as an onsite resource assisting with performance or outages when needed.
Onsite tier 1 technical support at the network level: WAN and LAN connectivity, firewalls, and security.
Assist client with remote access solution implementation and support including VPNs and Remote Desktop Services.
Provide recurring on-site maintenance and end-user support.
Manage multiple issues concurrently with successful results.
Effectively track status and time in ticketing system.
Update technical documentation as needed.
Troubleshoot and manage escalations from the help desk, project team, and managed services group.
Regular communication with clients, keeping them informed of incident progress, upcoming changes or agreed outages.
Taking support calls live for immediate triage.
Relay client observations to Client Relationship Managers and Technical Account Managers regarding opportunities to increase efficiencies for the client.
Other responsibilities assigned by management.
MINIMUM SKILLS, EDUCATION AND EXPERIENCE
Ability to interact with varying levels of associates (CEO down) translating technical jargon to a consumable message where the client understands the business impact.
Detailed oriented and must follow through on tasks deliverables.
Good communication skills comfortable engaging with various levels of leadership.
Good documentation skills.
Strong time management skills.
Knowledge in all supported Microsoft Desktop Operating Systems Windows 7-11.
Knowledge in all supported Microsoft Server Operating Systems 2008-2021.
Strong oral and written communication skills.
Ability to switch tasks frequently.
Intermediate skills with Microsoft technologies including AD, Group Policies, Office 356, Exchange, and Microsoft Hyper-V.
Solid network troubleshooting skills: TCP/IP concepts and LAN/WAN issues.
Experience troubleshooting issues related to DHCP & DNS.
Experience and familiarity with firewalls, routers, managed switches, wireless controllers and WAPs.
Experience with malware remediation.
High School diploma or GED equivalent is required.
PREFERRED SKILLS, EDUCATION OR EXPERIENCE
Associate degree or higher with a focus in Computer Science-related field is preferred.
Experience with ConnectWise and Kaseya is a significant advantage.
Mac/iOS Experience is desirable but not required.
CompTIA Certifications such as Network+, Server+, or Security+ are helpful.
Starting Compensation: $58,000/yearAt 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.
PHYSICAL DEMANDS: Must be able to sit, stand, and bend for the duration of shift. The position is mainly sitting, with occasional lifting up to 50 lbs, such as laptop, server equipment, and, driving to the work site to meet with client(s). Updated October 2024
