Desktop Engineer

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $55k - $60k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👷🏻‍♀️ Engineer

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Ascend Technologies

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2020

💼 Consulting

🏭 Manufacturing

📦 Logistics

Consulting • Manufacturing • Logistics

Ascend Technologies is the largest Technology Solutions Provider in the Central U. S. , specializing in a wide range of IT consulting services including healthcare consulting, cybersecurity, IT infrastructure management, and cloud solutions. Committed to empowering businesses with reliable and scalable technology, Ascend offers strategic consulting, managed IT services, data protection, and application development to help organizations thrive in an evolving digital landscape. With a focus on innovative solutions and a dedicated support team, they aim to transform technology strategies for enhanced security and efficiency.

📋 Description

• Provide advanced desktop and end-user support • Assist with support of server and network environments, including Active Directory, Entra ID, firewalls, switches, and M365 environments • Analyze support requests, identify underlying problems, and recommend solutions • Execute escalation procedures in collaboration with Tier 1, Tier 2, and Tier 3 teams • Assist with triage and resolution of hardware, software, peripheral, infrastructure, and networking issues • Respond to high-priority incidents and urgent escalations • Monitor and triage shared ticket queues daily • Reassign tickets based on workload, skill set, and escalation path • Maintain ownership of assigned tickets and prioritize aging, high-priority, and urgent tickets • Update ticket statuses, document troubleshooting steps and technical findings, and close resolved tickets with clear resolution notes • Communicate ticket status, actions, next steps, and resolutions to end users by email or phone • Set service timeline expectations and follow through on commitments • Perform other responsibilities assigned by management

🎯 Requirements

• Ability to respond calmly in high-pressure situations and communicate professionally with nontechnical staff, executives, and vendors • Strong troubleshooting, problem-solving, multitasking, efficiency, organizational, time-management, verbal, and written communication skills • Strong background in Windows client operating systems and standard desktop applications, including Office, Internet Explorer, and antivirus tools • Knowledge of Windows Server operating systems, Active Directory, Exchange, and desktop imaging • Experience resolving issues involving M365, MDM, Intune, Citrix, firewalls, VPNs, and advanced infrastructure • Experience with MS 365 Admin Portal, Azure AD, Entra, and Autopilot • Experience with mobile device support, desktop imaging, and Microsoft Teams • Microsoft MCP or MCSA certifications preferred • 3–5 years of customer service-related experience • 2–3 years working as a sole technical resource preferred • 1–2 years of experience supporting backend IT infrastructure such as Exchange, Citrix, and Active Directory • Ability to manage multiple tasks and contribute in a fast-paced, team-oriented environment • Strong analytical and interpersonal skills • Passion for technology, problem-solving, and customer service

🏖️ Benefits

• Health, dental, and vision insurance • Retirement savings options • Flexible time off (FTO) • Professional development opportunities