Senior Desktop Support Specialist

1 week ago

Leawood, Kansas, United States Ascend Learning Full time
About the Role

We are seeking a highly skilled Senior Desktop Support Engineer to join our dynamic team in Leawood, KS. As a key member of our IT department, you will be responsible for providing exceptional customer service while troubleshooting and resolving complex technical issues, both remotely and on-site.

Key Responsibilities
  • Handle complex technical issues that require deep expertise and provide third-level support for escalated issues.
  • Close all tickets within the stated SLA and OLA's.
  • Create Active Directory accounts, modify existing accounts, and deactivate accounts.
  • Perform minor desktop hardware repair for Windows and Apple equipment and peripherals that are not covered by third-party vendor maintenance agreements.
  • Coordinate timely repair of PC computer equipment covered by third-party vendor maintenance agreements.
  • Diagnose and resolve end-user network or local printer problems, Window and Apple hardware problems, e-mail, internet, local-area network access problems, and wireless network issues.
  • Deliver, set up, and assist in the configuration of 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 software for remote personnel.
  • Lead or contribute to IT projects, such as system migrations, rollouts, or major upgrades with a focus on our Endpoint Security Program.
Requirements
  • 3+ years providing Deskside/Phone Support for current Windows and Apple hardware and applications.
  • MCP (Microsoft Certified Professional) or equivalent certifications.
  • College-level degree in computer-related technologies preferred or equivalent experience required.
  • Mobile device troubleshooting and basic setup.
  • Software management with installing, upgrading, and troubleshooting.
What We Offer
  • Flexible and generous paid time off.
  • Competitive medical, dental, vision, and life insurance.
  • 401(k) employer matching program.
  • Parental leave.
  • Wellness resources.
  • Charitable matching program.
  • Hybrid work.
  • On-site workout facilities (Leawood, Gilbert, Burlington).
  • Community outreach groups.
  • Tuition reimbursement.

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