IT Support Engineer II: End-User Tech & Onboarding

Ascendium Education Group; Madison (WI); In loco; USD 52.000 - 72.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical, dental, and vision insurance

Generous time off

Student loan repayment assistance

Tuition reimbursement

Career development opportunities

Retirement plan with employer match

Descrizione del lavoro

Ascendium Education Group is seeking an IT Support Engineer II in Madison, WI. This role provides direct end‑user support, handles incidents, and processes service requests as the primary contact for technology questions.

You will own issues through resolution and collaborate with IT and Security teams for complex problems. The position requires 3+ years in end‑user support, strong troubleshooting, and clear communication.

Competenze

• Degree in information technology or related field, or comparable practical experience.
• 3+ years of end-user support, service desk, or deskside support.
• Working knowledge of computer hardware, operating systems, applications, accounts, and basic networking.
• Ability to troubleshoot independently and resolve a broad range of employee issues while on the phone or in person.
• Consistently demonstrates patient, empathetic, and responsive customer service.
• Ability to organize a ticket queue, assess urgency, follow through, and work with general direction.
• Clear oral and written communication with employees, IT colleagues, and vendors.
• Sound judgment, professionalism, curiosity, and a commitment to secure handling of company information.

Mansioni

• Answer the IT support line and respond to tickets, chats, and walk‑ups; provide a welcoming first point of contact.
• Diagnose and resolve common account, application, device, connectivity, printing, and collaboration issues on first contact.
• Provide Level 2 troubleshooting for Windows and Apple computers, mobile devices, peripherals, phones, and meeting room technology.
• Record symptoms, troubleshooting steps, resolution, urgency, and follow‑up in the service desk system; classify and prioritize requests.
• Own incidents and requests through resolution, communicate status to employees, and escalate with context when needed.
• Prepare, image, configure, deploy, upgrade, replace, recover, and securely retire employee devices and peripherals per IT standards.
• Coordinate employee onboarding, role changes, and offboarding, including accounts, equipment setup, collection, inventory, and documentation.

Conoscenze

End-user support

Service desk

Deskside support

Troubleshooting

Communication

Ticketing systems

Onboarding/offboarding

Account & access management

Formazione

Information Technology degree or related field

Strumenti

Endpoint management tools

Device imaging

Patch management

Hardware inventory tools

Microsoft 365

Identity and access management tools

Collaboration tools

Descrizione del lavoro

Ascendium Education Group is seeking an IT Support Engineer II in Madison, WI. This role provides direct end‑user support, handles incidents, and processes service requests as the primary contact for technology questions.

You will own issues through resolution and collaborate with IT and Security teams for complex problems. The position requires 3+ years in end‑user support, strong troubleshooting, and clear communication.