Desktop Engineer

About the Role

The Desktop Engineer is expected to provide advanced desktop and end-user support as well as assist with the support of server and network environments, including but not limited to Active Directory, Entra ID, network firewall and switch devices, and M365 environments.

Responsibilities

• Thoroughly and accurately understand issues and analyze problems in a systematic fashion.
• Analyze each specific request, determine the underlying problem, and recommend proper solutions.
• Understand and execute standard escalation procedures in collaboration with tier 2 and tier 3 teams.

Collaborate With Tier 1 Support (Service Desk, Request Management)

• Partner with front-line support teams to assist in the triage and resolution of end-user hardware, software, and peripheral issues.
• Provide technical support on organization-wide client incidents and recurring technical problems escalated from Tier 1.

Collaborate With Tier 2 Support

• Coordinate on cross-ticket issues that require joint troubleshooting or affect multiple user groups or systems.
• Engage in real-time problem-solving discussions via team collaboration platforms.
• Respond promptly to high-priority incidents and urgent escalations routed to Tier 2.
• Proactively update Tier 2 team members on the progress and status of tickets owned by other technicians, ensuring transparency and continuity of service.

Collaborate with Tier 3 Support (Cloud Infrastructure, Networking, Architecture)

• Assist with diagnosis of infrastructure and networking issues and escalate issues as needed.
• Liaise with Infrastructure Engineers, Network Engineers, and Architects to support the identification and troubleshooting of Tier 3 issues.

Ticket Queue Management (Team-Level)

• Monitor and triage the team’s shared ticket queues daily, prioritizing unassigned, overdue, or aging tickets requiring attention.
• Reassign tickets appropriately based on technician workload, skill set, and escalation path.

Ticket Queue Management (Individual-Level)

• Maintain ownership of assigned tickets with a focus on aging tickets and those marked as high or urgent priority.
• Regularly update ticket status, document troubleshooting steps, and close tickets upon resolution with clear resolution notes.

Ticket Documentation and Updates

• Ensure all assigned tickets are updated on a daily basis with relevant status changes, technical findings, and next steps.

Client Communication

• Provide timely and clear communication to end users via email or phone regarding ticket status, actions taken, next steps, and resolution details.
• Set expectations for service timelines and follow through on commitments to ensure a high level of customer satisfaction.

• Other responsibilities assigned by management.

Requirements

• 3-5 years customer service-related experience.
• 2-3 years working as a sole technical resource preferred.
• 1-2 years' experience supporting backend IT infrastructure such as Exchange, Citrix, and Active Directory.
• Strong background in Windows client operating systems, standard desktop applications (i.e., Office, Internet Explorer, anti-virus tools), Windows Server Operating Systems, Active Directory, Exchange, and desktop imaging.
• General issue resolution for M365, MDM, Intune, Citrix, Firewalls, VPNs, and other advanced infrastructure components.
• Experience with MS 365 Admin Portal, Azure AD, Entra, Autopilot.
• Experience with mobile device support, desktop imaging, and Microsoft Teams.
• Excellent organizational, time-management, verbal, and written communication skills.
• Microsoft (MCP, MCSA) certifications preferred.

Skills

• Customer Service & Communication – Ability to respond calmly to high-pressure situations and professionally communicate with nontechnical staff, executives, and vendors.
• Troubleshooting & Problem Solving – Make well-thought-out decisions quickly in a dynamic environment.
• Multitasking & Efficiency – Thoroughly and accurately understand issues, analyze problems, and implement solutions in a systematic fashion.

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 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.

Pay

$55,000 - $60,000

Benefits

• Comprehensive benefits package, including health, dental, and vision insurance.
• Retirement savings options.
• Flexible time off (FTO).
• Professional development opportunities.