Desktop Support Engineer

Ascend Learning; Burlington (MA); On-site; USD 46,000 - 66,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Company paid life Insurance

401(k) with company match

Paid time off and parental leave

Employee assistance program

Wellness programs (Headspace, Airvet)

Charitable matching program

Job summary

Ascend Learning is seeking a Desktop Support Engineer to provide on-site support in Burlington, MA. You will troubleshoot tier one through three issues, set up end-user hardware, and escalate complex requests to shared services as needed.

The role requires strong verbal and written communication, experience with Windows and macOS, and a customer-focused approach. On-site work only; remote work is not offered. Health benefits and a robust benefits package are provided.

Qualifications

• High school diploma or GED required; Bachelor’s degree in a computer-related field preferred or equivalent work experience.
• 2+ years experience providing Deskside/Phone Support for Windows and Apple hardware and applications.
• Experience installing software and hardware, upgrading hardware, troubleshooting and repairing personal computers in a corporate environment preferred.
• MCP (Microsoft Certified Professional) or equivalent certifications preferred.
• Experience with mobile device troubleshooting and basic setup.
• Experience in software management with installing, upgrading and troubleshooting.
• Thorough understanding of Microsoft Office applications and both Windows and Apple operating systems.
• Excellent verbal and communication skills.

Responsibilities

• Close all tickets within the stated SLA and OLAs.
• Create Active Directory accounts, modify existing accounts, and deactivate accounts.
• Perform minor desktop hardware repair for Windows and Apple equipment and peripherals.
• Coordinate timely repair of PC equipment with third-party vendors.
• Diagnose and resolve end-user network or local printer problems, Windows and Apple hardware issues, e-mail, internet, LAN access and wireless network problems.
• Deliver, set up and configure 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 for remote personnel.
• Contribute to IT projects, such as migrations, rollouts or major upgrades with a focus on Endpoint Security.
• Identify, diagnose and resolve tier one through three problems for users of network, PC software/hardware, internet, and new technology; communicate solutions to end-users.
• Assist in creating end-user FAQs.

Skills

Communication skills

Education

High school diploma or GED

Bachelor’s degree in computer-related field

Tools

Active Directory

Remote support tools

Job description

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

Ascend Learning, a leading healthcare and learning technology company, 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. From testing to certification, Ascend Learning products are used by physicians, emergency medical professionals, nurses, allied health professionals, certified personal trainers, financial advisors, skilled trades professionals and insurance brokers.

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 2025 Greatest Workplaces as well as America’s Best Places to work for Mental Well-Being for 2025.

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 Desktop Support Engineer to support our team on-site in Burlington, MA. As a Desktop Support Engineer, you will be tasked with providing exceptional customer service while troubleshooting and resolving tier one through three technical issues as well as properly escalating support requests when assistance from Ascend shared services is required. The Desktop Support Engineer will provide technical software, hardware and network problem resolution to all Ascend Learning end users in a fast-paced environment.

WHERE YOU'LL WORK

This position will work on-site at our office located in Burlington, MA. Remote work will not be considered.

HOW YOU'LL SPEND YOUR TIME

• 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.
• 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.
• Assists in creating materials for end-user frequently asked questions (FAQs).

WHAT YOU'LL NEED

• High school diploma or GED required; Bachelor’s degree in a computer related field or equivalent work experience preferred
• 2+ years experience providing DesksidePhone Support for current Windows and Apple hardware and applications
• Experience installing software and hardware, upgrading hardware, troubleshooting and repairing personal computers in a Corporate Environment preferred
• MCP (Microsoft Certified Professional) or equivalent certifications preferred
• Experience with mobile device troubleshooting and basic setup
• Experience in software management with installing, upgrading and troubleshooting
• Thorough understanding of Microsoft Office applications and both Windows and Apple operating systems
• Excellent verbal and communication skills

HIRING RANGE

The current full-time, annualized base pay hiring range for this role is $46,200.00-$66,000.00. In accordance with applicable state laws, we are providing the expected pay range for this position. Individual compensation will be determined by various factors, including relevant experience, qualifications, current business needs and local market factors. Most regular, full-time employees are eligible to participate in an Ascend incentive bonus or sales plan.

BENEFITS

• Health, dental, and vision insurance
• Company paid life Insurance
• 401(k) with company match
• Paid time off and parental leave
• Employee assistance program
• Other wellness programs such as Headspace and Airvet
• Charitable matching program

Fostering A Sense of Belonging

Our values-driven culture unifies our teams and inspires a mindset of action, innovation, and collaboration, with a relentless focus on customers. We seek out and celebrate all people and perspectives and cultivate an inclusive culture where everyone can thrive, feel valued, and be authentic. 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.

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.