Remote Desktop Engineer - End-User & IT Support

Ascend Technologies; Chicago (IL); On-site; USD 55,000 - 60,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Retirement plan

Flexible time off

Professional development

Job summary

Ascend Technologies is seeking a Remote Desktop Engineer to deliver advanced desktop and end-user support while assisting with server and network environments, including Active Directory, Entra ID, M365, firewalls, and related infrastructure.

You will collaborate with Tier 1, 2, and 3 teams to triage, diagnose, resolve incidents, monitor ticket queues, and maintain clear status updates and client communication.

Qualifications

• Experience providing desktop and end-user support in a corporate environment.
• Proven ability to resolve issues with clear communication.
• Familiarity with Active Directory, Exchange, and M365 administration.
• Experience supporting backend IT infrastructure is a plus.
• Certifications (MCP, MCSA) preferred.

Responsibilities

• Thoroughly and accurately understand issues and analyze problems in a systematic fashion.
• Analyze each specific request, determine underlying problem, and propose solutions.
• Understand and execute standard escalation procedures in collaboration with tier 2 and tier 3 teams.
• Collaborate with Tier 1 Support to triage and resolve end-user hardware, software, and peripheral issues.
• Provide technical support on organization-wide client incidents and recurring problems escalated from Tier 1.
• Coordinate on cross-ticket issues with Tier 2; engage in real-time problem-solving discussions.
• Respond promptly to high-priority incidents and urgent escalations routed to Tier 2.

Skills

Customer service

Troubleshooting

Active Directory

M365 Admin Portal

Azure AD

Entra ID

Windows client OS

Networking basics

Citrix

MS Teams

Tools

Autopilot

Intune

Citrix

VPNs

Firewalls

Exchange

Office 365

Job description

Ascend Technologies is seeking a Remote Desktop Engineer to deliver advanced desktop and end-user support while assisting with server and network environments, including Active Directory, Entra ID, M365, firewalls, and related infrastructure.

You will collaborate with Tier 1, 2, and 3 teams to triage, diagnose, resolve incidents, monitor ticket queues, and maintain clear status updates and client communication.