Strong technical aptitude with Level 1 experience supporting and resolving end-user issues related to Windows OS, O365, AV tools, mobile devices, VOIP, ActiveDirectory, firewalls/switches, onboarding/offboarding requests, and other infrastructure requirements.
At least 1 year of experience in a technical position; service desk or customer support experience preferred.
Proven track record of delivering excellent customer service, including handling support calls, emails, and client follow-ups.
Willingness to participate in on-call responsibilities and occasional weekend/holiday work as needed.
Requirements:
Act as the first point of IT support for Ascend customers.
Answer incoming calls, emails, and web submissions in a customer-friendly and efficient manner.
Resolve end-user incidents and requests efficiently.
Explain technical issues and terms in a way clients can understand.
Job description
Service Desk Technician Hours: Sunday-Wednesday 10am-7pm Central Time This is a fully remote position
PURPOSE: This position's primary responsibility is to act as a first point of contact for Ascend customers. This position requires a customer service-oriented individual with a good technical aptitude that is looking to grow their IT career.
RESPONSIBILITIES:
Act as the first point of IT support for our customers
Answering incoming calls, emails, and web-submissions in a customer friendly and efficient manner
Resolve end-user incidents and requests efficiently
Explain technical issues and terms in a way our clients can understand
Providing high-end, customer focused service that our clients expect
Service Desk position may have on-call responsibilities and an occasional weekend/holiday work requirement on a rotational basis. (Any Holidays worked are paid 2x the hourly salary)
Other responsibilities as assigned by management
MINIMUM SKILLS, EDUCATION AND EXPERIENCE
Strong technical aptitude with Level 1experience supporting and resolving end
user issues related to Windows OS, O365, AV tools, mobile devices, VOIP, Active
Directory, firewalls/switches, Onboarding/Offboarding Requests, and other
infrastructure requirements.
One year of experience in a technical position. Service Desk or customer support
experience preferred.
Top performers in customer service positions: answering support calls, emails and
following up with clients.
Consistently exceeded customer expectations by providing exemplary service
At Ascend Technologies we firmly believe that diversity, equity, and inclusion are not only fundamental values but also powerful drivers of innovation, growth, and success. We are committed to fostering an environment where every individual feels valued, respected, and empowered.
Starting Salary Expectations: $45,000
The salary for this position is commensurate with experience, skills, and qualifications. The range is intended to reflect our commitment to attracting top talent, and the final offer will be based on factors including, but not limited to, the candidate's previous experience, expertise in the field, relevant certifications, and the specific requirements of the role. In addition, internal equity, market trends, and geographic location may also influence the final salary.
Along with a competitive salary, we offer a comprehensive benefits package, including health, dental, and vision insurance, retirement savings options, flexible time off (FTO), and professional development opportunities. We are open to discussing compensation and benefits further during the interview process to ensure alignment with the candidate’s expectations and experience.
At Ascend Technologies we firmly believe that diversity, equity, and inclusion are not only fundamental values but also powerful drivers of innovation, growth, and success. We are committed to fostering an environment where every individual feels valued, respected, and empowered.
CORE VALUES We are seeking highly motivated individuals who have the willingness and ability to demonstrate Ascend core values:
Committed to Client Success: Our actions and our words always align with the best interest of the client.
One Team: We work collaboratively to overcome challenges with humility and respect and do what it takes to find innovative solutions.
Integrity: We are unquestionably committed to doing the right thing even when it is hard.
Accountability: We hold ourselves and each other accountable for keeping our commitments to our clients, our communities, and one another.
Transparency: We create open lines of communication with each other and our clients, fostering relationships founded on candor and trust.
