IT Support Engineer II - Hands-On End-User Support

Ascendium Education Group; Madison (AL); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Generous time off

Student loan repayment assistance

Tuition reimbursement

Career development opportunities

Retirement plan with employer match

Job summary

Ascendium Education Group seeks an IT Support Engineer II in Madison, WI to provide direct end-user support, resolve incidents, and manage onboarding/offboarding and device lifecycles. You will troubleshoot on Windows and Apple devices, support mobile devices and meeting room tech, and document issues in the service desk system.

The role emphasizes clear communication, customer service, and collaboration with IT and Security teams.

Qualifications

• Knowledge equivalent to a degree in information technology or a related field.
• Three or more years of experience in end-user support, service desk, or deskside support.
• Working knowledge of computer hardware, operating systems, applications, accounts, and basic networking.
• Clear oral and written communication with employees, IT colleagues, and vendors.

Responsibilities

• Answer the IT support phone line and respond promptly to tickets, chats, and walk-up requests; provide a welcoming and reliable first point of contact.
• Diagnose and resolve common account, application, device, connectivity, printing, and collaboration issues during the first contact whenever practical.
• Provide Level 2 troubleshooting for Windows and Apple computers, mobile devices, peripherals, phone and voice services, and meeting room technology.
• Record symptoms, troubleshooting steps, resolution, urgency, and follow-up in the service desk system; classify and prioritize requests accurately.
• Own assigned incidents and requests through resolution, communicate status to employees, and elevate with clear context when specialized support is needed.
• Prepare, image, configure, deploy, upgrade, replace, recover, and securely retire employee devices and peripherals in accordance with IT standards.
• Coordinate employee onboarding, role changes, and offboarding, including account and access requests, equipment setup, collection, inventory, and documentation.
• Identify recurring contacts and suggest practical changes that improve first contact resolution and the employee support experience.
• Maintain useful knowledge articles, troubleshooting steps, and device setup instructions for the team and employees.
• Recommend safe workarounds that restore productivity while longer-term fixes are being developed.
• Help improve service desk processes, ticket quality, response times, and hardware lifecycle practices.
• Adapt to changing technology, support priorities, and employee needs.
• Stay engaged and calm when diagnosing unfamiliar or urgent issues.
• Learn new systems and tools and apply feedback to improve service.
• Help employees adjust to device, application, and process changes.
• Work closely with other support engineers, IT and Security specialists, and business partners to resolve incidents and deliver consistent support.
• Share findings and documentation so the team can resolve similar requests more quickly.
• Coordinate with vendors and other teams when a request crosses support boundaries.
• Listen carefully, ask clarifying questions, and explain next steps in language suited to each employee.
• Provide timely updates on open tickets, planned work, outages, and escalations.
• Write clear ticket notes and communicate respectfully by phone, chat, email, and in person.
• Understand how employee technology and responsive support enable Ascendium’s work.
• Prioritize service based on business impact, urgency, security, and agreed service expectations.
• Protect employee and company information while following access, device, and change procedures.
• Build trusted relationships by following through on commitments and seeking feedback.
• Break down technical problems, test likely causes, and select a practical path to resolution.
• Use available documentation and tools while knowing when to involve a subject matter expert.
• Look for patterns in repeat incidents and provide useful evidence for problem management.
• Verify the solution with the employee and take responsibility for a complete handoff or resolution.
• Ascendium offers a comprehensive benefits package as part of employee compensation.

Skills

End-user support

Service desk

Deskside support

Troubleshooting

Communication

Customer service

Education

IT degree or related field

Tools

Microsoft 365

Endpoint management tools

Job description

Ascendium Education Group seeks an IT Support Engineer II in Madison, WI to provide direct end-user support, resolve incidents, and manage onboarding/offboarding and device lifecycles. You will troubleshoot on Windows and Apple devices, support mobile devices and meeting room tech, and document issues in the service desk system.

The role emphasizes clear communication, customer service, and collaboration with IT and Security teams.