On-Site End-User IT Support Engineer II

Ascendium Brand

Madison (WI)

On-site

USD 65,000 - 90,000

Full time

2 days ago

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Benefits offered by this job

Medical, Dental, and Vision insurance

Generous time off

Student loan repayment assistance

Career advancement and training

Retirement savings plan

Job summary

Ascendium seeks an IT Support Engineer II to provide direct support to employees as the first point of contact for technology questions, incidents, and service requests. Based in Madison, WI, this on-site role covers end-user devices, accounts, and workplace tech.

You will own requests through resolution, document steps, and collaborate with other engineers and specialists. Three+ years in end-user support and strong troubleshooting plus clear communication are required.

Qualifications

Degree in information technology or a related field, or comparable practical experience.
Three or more 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.
Clear oral and written communication with employees, IT colleagues, and vendors.
Sound judgment, professionalism, curiosity, and commitment to secure handling of company information.

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 escalate 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.