On-Site Desktop Support Engineer — Windows & Mac

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

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.