Desktop Support Engineer

Ascend Learning, Inc.

Ascend Learning; LLC is a leading provider of technology-based educational, curriculum and assessment solutions for high-growth careers in a range of industries, including healthcare, fitness and wellness, and insurance and financial services. We provide outcomes-based solutions aimed at helping people enter, sustain and succeed in their chosen fields. Ascend employs more than 1,000 employees, with headquarters in Burlington, Mass., and offices in Kansas City metro, Phoenix metro, Minneapolis-St. Paul, Walnut Creek, California, Ann Arbor, Michigan, and the U.K. We are currently looking to add a Desktop Support Engineer to our team in Burlington, MA. The Desktop Support Engineer aids in resolving tier one through three end user supports requests as well as properly escalating support requests when assistance from Ascend shared services is required. As well as, providing technical software, hardware and network problem resolution to all Ascend Learning end users in a fast pace environment. Responsibilities * Identifies, diagnoses and resolves tier one through three problems for users of the network, personal computer software and hardware, internet, new computer technology and communicates solutions to end-users. * Provides one-on-one end-user problem resolution over the phone or via desktop sharing software for remote personnel. * Delivers, sets up and assists in the configuration of end-user Windows and Apple desktop hardware, software and peripherals. * Diagnoses and resolves end-user network or local printer problems, Window and Apple hardware problems, e-mail, internet, local-area network access problems and wireless network issues. * Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements. * Performs minor desktop hardware repair for Windows and Apple equipment and peripherals that are not covered by third-party vendor maintenance agreements. * Assists in creating materials for end-user frequently asked questions (FAQs). Education & Experience * 2-3 years providing end-user phone support for current Windows and Apple desktop and application software OR 2-3 years installing, upgrading, troubleshooting and repairing personal computers in a network. * MCP (Microsoft Certified Professional) or equivalent certifications * College level degree in computer related technologies preferred or equivalent experience required Skills & Abilities * Mobile device troubleshooting and basic setup * Software management with installing, upgrading and troubleshooting * Excellent verbal and communication skills * Thorough understanding of Microsoft Office applications and both Windows and Apple operating systems The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

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