Regional L2 IT Support Technician (Remote/Onsite)

Ascend Partner Firms; United States; Hybrid; USD 65,000 - 90,000; Full time

Job summary

Ascend is seeking an L2 IT Support Technician to join its regional service desk and be a trusted face for Partner Firms in the assigned region. You will work the Freshservice queue daily, own and resolve issues beyond the AI layer, and provide fast, friendly remote and deskside support across the region.

Success requires solid troubleshooting across Windows, Microsoft 365, Azure Virtual Desktop, and accounting apps, with careful documentation to enable self-service and AI resolution.

Qualifications

• 3+ years of remote and deskside end user support experience.
• Public accounting industry experience preferred.
• Bachelor's degree or equivalent IT qualifications preferred.
• Strong troubleshooting across Windows, M365, and cloud apps.

Responsibilities

• Provide remote and deskside end user support for Partner Firms.
• Support tax and audit applications and related Excel add-ins.
• Maintain Freshservice as the single point of record with timely updates.
• Perform regional onsite visits and contribute to knowledge base.

Skills

End user support

Public accounting experience

Education

Bachelor's degree

Tools

Azure Virtual Desktop

Microsoft 365

Intune

Zscaler

CCH Axcess

UltraTax

CCH ProSystem Engagement

Excel add-ins

Job description

Ascend is seeking an L2 IT Support Technician to join its regional service desk and be a trusted face for Partner Firms in the assigned region. You will work the Freshservice queue daily, own and resolve issues beyond the AI layer, and provide fast, friendly remote and deskside support across the region.

Success requires solid troubleshooting across Windows, Microsoft 365, Azure Virtual Desktop, and accounting apps, with careful documentation to enable self-service and AI resolution.