Fast Facts

Join Ascend Learning as a Desktop Support Engineer in Gilbert, AZ, where you'll provide exceptional service while troubleshooting and resolving technical issues for end-users.

Responsibilities: Provide technical support for software, hardware, and network issues; create and modify Active Directory accounts; perform desktop hardware repairs; assist in IT projects.

Skills: Proficiency in Windows and Apple operating systems, experience in deskside/phone support, excellent verbal communication skills, knowledge of Microsoft Office applications.

Qualifications: High school diploma or GED required; preferred Bachelor's in computer-related field; 2+ years in tech support; certifications like MCP preferred.

Location: This is an on-site position based in Gilbert, Arizona, with no remote work options.

Compensation: Not provided by employer. Typical compensation ranges for this position are between $50,000 - $75,000.

We Impact Lives Through Purpose-Driven Work in A People First Culture

Ascend Learning is the connection between a powerful portfolio of brands serving students, educators, and employers with outcomes-based, data driven solutions across the lifecycle of learning.

Our values-driven culture unifies our teams and inspires a mindset of action, innovation, and collaboration, with a relentless focus on customers.

We're always looking for talented, passionate professionals to join us in our mission to help change lives. If this sounds like an environment where you'd thrive, read on to learn more.

Ascend Learning leads the way in innovation and solution creation to improve outcomes and deliver results for students, educators, and healthcare workers in the ever-changing field of healthcare. We offer advanced resources that drive nursing success, empower front-line certified allied health workers, help physicians pass boards and stay current, and provide education management tools for medical education programs.

WHAT YOU'LL DO

Ascend Learning is hiring a Desktop Support Engineer to support our dynamic National Academy of Sports Medicine (NASM) team on-site in Gilbert, AZ. As a Desktop Support Engineer, you will be tasked with providing exceptional customer service while troubleshooting and resolving tier one through three technical issues as well as properly escalating support requests when assistance from Ascend shared services is required. The Desktop Support Engineer will provide technical software, hardware and network problem resolution to all Ascend Learning end users in a fast-paced environment.

WHERE YOU’LL WORK

This position will work on-site at our NASM office located in Gilbert, AZ. Remote work will not be considered.

HOW YOU’LL SPEND YOUR TIME

• 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
• Coordinates 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.
• Contribute to IT projects, such as system migrations, rollouts, or major upgrades with a focus on our Endpoint Security Program.
• Identify, diagnose and resolve 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.
• Assists in creating materials for end-user frequently asked questions (FAQs).

WHAT YOU'LL NEED

• High school diploma or GED required; Bachelor’s degree in a computer related field or equivalent work experience preferred
• 2+ years experience providing Deskside\Phone Support for current Windows and Apple hardware and applications
• Experience installing software and hardware, upgrading hardware, troubleshooting and repairing personal computers in a Corporate Environment preferred
• MCP (Microsoft Certified Professional) or equivalent certifications preferred
• Experience with mobile device troubleshooting and basic setup
• Experience in software management with installing, upgrading and troubleshooting
• Thorough understanding of Microsoft Office applications and both Windows and Apple operating systems
• Excellent verbal and communication skills

BENEFITS

• 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
• On-site workout facilities (Leawood, Gilbert, Burlington)
• Community outreach groups
• Tuition reimbursement

Fostering A Sense of Belonging

We seek out and celebrate all people and perspectives and cultivate an inclusive culture where everyone can thrive, feel valued and be their authentic selves. Our culture is firmly rooted in the belief that by embracing our differences and drawing on diverse perspectives, we are a stronger, more innovative, and more successful organization where employees experience a sense of belonging.

About Ascend Learning

As a tech-enabled services company, Ascend Learning is a national leader in developing and delivering data-driven online educational content, software, assessments, analytics, and simulations serving institutions, students and employers across healthcare, fitness and wellness, public and workplace safety, skilled trades, insurance, financial services, cybersecurity, and higher education. We're committed to accelerating the learning pathways that can move people into careers where they have the knowledge and skills to have an impact and help change lives in the communities they serve. Headquartered in Burlington, MA with additional office locations and hybrid and remote workers in cities across the U.S., Ascend Learning was recognized by Newsweek and Plant-A Insights Group as one of America's 2023 Greatest Workplaces for Diversity.

Ascend Learning, LLC is proud to be an equal opportunity employer (M/F/Vets/Disabled). No agency or search firm submissions will be accepted. Applications for U.S. based positions with Ascend Learning, LLC must be legally authorized to work in the United States and verification of employment eligibility will be required at the time of hire.

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