Sr Desktop Support Engineer

We Impact Lives Through Purpose-Driven Work in A People First Culture

Ascend Learning is the connection between a powerful portfolio of brands serving students, educators, and employers with outcomes-based, data driven solutions across the lifecycle of learning.

Our values-driven culture unifies our teams and inspires a mindset of action, innovation, and collaboration, with a relentless focus on customers.

We're always looking for talented, passionate professionals to join us in our mission to help change lives. If this sounds like an environment where you'd thrive, read on to learn more.

WHAT YOU'LL DO

Ascend Learning is hiring a Senior Desktop Support Engineer to join our dynamic team in our Burlington, MA office location. As a Senior Desktop Engineer, you will be tasked with providing exceptional customer service while troubleshooting and resolving complex technical issues, both remotely and on-site. The position requires expertise in administering various technology platforms, deploying hardware and software solutions, and managing end-user technology projects. Strong communication skills, experience with Windows, Mac, PowerShell, along with the flexibility to work outside regular business hours.

WHERE YOU’LL WORK

This position will work onsite from our Burlington, MA office location.

HOW YOU’LL SPEND YOUR TIME

• Handle complex technical issues that require deep expertise. Provide third-level support for escalated issues. Troubleshoots and resolves application issues that go beyond standard desktop support.
• Close all tickets within the stated SLA and OLA’s.
• Create Active Directory accounts, modify existing accounts and deactivate accounts.
• Perform minor desktop hardware repair for Windows and Apple equipment and peripherals that are not covered by third-party vendor maintenance agreements
• Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements.
• Diagnose and resolve end-user network or local printer problems, Window and Apple hardware problems, e-mail, internet, local-area network access problems and wireless network issues.
• Deliver, set up and assist in the configuration of end-user Windows and Apple desktop hardware, software and peripherals.
• Provide one-on-one end-user problem resolution over the phone or via desktop sharing software for remote personnel.
• Lead or contribute to IT projects, such as system migrations, rollouts, or major upgrades with a focus on our Endpoint Security Program.
• Lead or contribute to IT projects, such as system migrations, rollouts, or major upgrades with a focus on our Endpoint Security Program.
• Identify, diagnose and resolve 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.

WHAT YOU'LL NEED

• 3 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
• MCP (Microsoft Certified Professional) or equivalent certifications
• Software management with installing, upgrading and troubleshooting
• Powershell, Intune, Kandji experience

BENEFITS

• Flexible and generous paid time off
• Competitive medical, dental, vision and life insurance
• 401(k) employer matching program
• Parental leave
• Wellness resources
• Charitable matching program
• Hybrid work
• On-site workout facilities (Leawood, Gilbert, Burlington)
• Community outreach groups
• Tuition reimbursement

Fostering A Sense of Belonging

We seek out and celebrate all people and perspectives and cultivate an inclusive culture where everyone can thrive, feel valued and be their authentic selves. Our culture is firmly rooted in the belief that by embracing our differences and drawing on diverse perspectives, we are a stronger, more innovative, and more successful organization where employees experience a sense of belonging.

About Ascend Learning

As a tech-enabled services company, Ascend Learning is a national leader in developing and delivering data-driven online educational content, software, assessments, analytics, and simulations serving institutions, students and employers across healthcare, fitness and wellness, public and workplace safety, skilled trades, insurance, financial services, cybersecurity, and higher education. We're committed to accelerating the learning pathways that can move people into careers where they have the knowledge and skills to have an impact and help change lives in the communities they serve. Headquartered in Burlington, MA with additional office locations and hybrid and remote workers in cities across the U.S., Ascend Learning was recognized by Newsweek and Plant-A Insights Group as one of America's 2023 Greatest Workplaces for Diversity.

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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