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IT Support Specialist

2 months ago

Rochester, Michigan, United States Ascend Technologies Full time
Job Overview

Position: IT Support Specialist

Schedule: 5:00pm-1:30am EST Monday-Friday
Remote work available post-training

OBJECTIVE:
The primary function of this role is to serve as the initial point of contact for clients of Ascend Technologies. This role is ideal for a customer-focused individual with a solid technical background who is eager to advance their career in IT.

KEY RESPONSIBILITIES:

  • Provide first-level IT assistance to our clients.
  • Respond to incoming inquiries via phone, email, and web submissions in a professional and efficient manner.
  • Effectively resolve user incidents and requests.
  • Communicate technical issues and terminology in an understandable way for clients.
  • Deliver exceptional, client-centered service that meets client expectations.
  • This position may involve on-call duties and occasional weekend or holiday work on a rotational basis, with holiday hours compensated at double the standard rate.
  • Additional tasks as assigned by management.

REQUIRED SKILLS, EDUCATION, AND EXPERIENCE:
  • Strong technical knowledge with Level 1 experience in supporting and resolving end-user issues related to Windows OS, O365, antivirus tools, mobile devices, VOIP, Active Directory, firewalls/switches, and onboarding/offboarding processes.
  • A minimum of one year of experience in a technical support role, preferably in a Service Desk or customer support environment.
  • Proven track record of excellence in customer service, including handling support calls and emails and following up with clients.
  • Consistently surpassing customer expectations through outstanding service.
  • At Ascend Technologies, we strongly believe that diversity, equity, and inclusion are not only core values but also vital drivers of innovation, growth, and success. We are dedicated to creating an environment where every individual feels valued, respected, and empowered.

CORE VALUES:
We are looking for highly motivated individuals who embody Ascend's core values:
  • Client Success Commitment: Our actions and words are always aligned with the best interests of our clients.
  • Collaborative Teamwork: We work together to overcome challenges with humility and respect, striving to find innovative solutions.
  • Integrity: We are unwaveringly committed to doing the right thing, even when it is difficult.
  • Accountability: We hold ourselves and each other responsible for fulfilling our commitments to clients, communities, and one another.
  • Transparency: We foster open communication with each other and our clients, building relationships based on honesty and trust.

Salary Range: $45,000-$48,000

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