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Senior Onsite IT Support Specialist

2 months ago

Minneapolis, Minnesota, United States Ascend Technologies Full time
Job Overview

Position Title: Senior Onsite IT Support Specialist
Reports To: Service Desk Supervisor
Department: Service Desk
Exemption Status: Non-Exempt

OBJECTIVE:
Ascend Technologies is actively looking for a Senior Onsite IT Support Specialist to join our Managed Services team. This role involves providing comprehensive user support and troubleshooting onsite for our clients. The ideal candidate will possess the ability to deliver advanced desktop and end-user assistance while also supporting server and network infrastructures, including but not limited to Active Directory, local network devices, and VoIP systems.

KEY RESPONSIBILITIES:

  • Thoroughly assess and understand user issues, analyzing problems systematically.
  • Evaluate each request to identify the root cause and propose effective solutions.
  • Implement standard escalation protocols in collaboration with tier two (engineering) support.

ESSENTIAL SKILLS, EDUCATION, AND EXPERIENCE:

  • Exceptional Customer Service & Communication – Ability to maintain composure in high-pressure situations and communicate effectively with non-technical personnel, executives, and vendors.
  • Proficient Troubleshooting & Problem Solving – Exhibit sound decision-making skills in a fast-paced environment.
  • Strong Multitasking & Efficiency – Capable of understanding and analyzing issues in a structured manner.
  • Solid knowledge of Windows client operating systems, standard desktop applications (e.g., Office, Internet Explorer, antivirus software), Windows Server Operating Systems, Active Directory, and Exchange.
  • Experience in resolving issues related to Exchange, MDM, BES, Citrix, Firewalls, VPNs, and other advanced infrastructure components.
  • Familiarity with mobile device support, desktop imaging, and Microsoft Teams.
  • Excellent organizational, time-management, verbal, and written communication skills.
  • Preferred certifications include Microsoft (MCP, MCSA).
  • 3-5 years of experience in customer service roles.
  • 2-3 years of experience as a sole technical resource is preferred.
  • 1-2 years of experience supporting backend IT infrastructure such as Exchange, Citrix, and Active Directory.

At Ascend Technologies, we are committed to fostering a diverse, equitable, and inclusive environment that drives innovation, growth, and success. We strive to create a workplace where every individual feels valued, respected, and empowered.

CORE VALUES:
We are looking for motivated individuals who embody Ascend's core values:

  • Client Success Commitment: Our actions and words consistently align with the best interests of our clients.
  • Collaborative Teamwork: We work together to tackle challenges with humility and respect, seeking innovative solutions.
  • Integrity: We are dedicated to doing the right thing, even when faced with difficulties.
  • Accountability: We hold ourselves and each other responsible for our commitments to clients, communities, and one another.
  • Transparency: We maintain open communication with each other and our clients, building relationships based on trust and honesty.

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