Job description

We Impact Lives Through Purpose-Driven Work in A People First Culture Ascend Learning, a leading healthcare and learning technology company, 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. From testing to certification, Ascend Learning products are used by physicians, emergency medical professionals, nurses, allied health professionals, certified personal trainers, financial advisors, skilled trades professionals and insurance brokers. 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 2025 Greatest Workplaces as well as America’s Best Places to work for Mental Well-Being for 2025.  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.  WHAT YOU'LL DO Ascend Learning is hiring a Desktop Support Engineer to support our team on-site in Burlington, MA. 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 office located in Burlington, MA. 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 HIRING RANGE The current full-time, annualized base pay hiring range for this role is $46,200.00-$66,000.00. In accordance with applicable state laws, we are providing the expected pay range for this position. Individual compensation will be determined by various factors, including relevant experience, qualifications, current business needs and local market factors. Most regular, full-time employees are eligible to participate in an Ascend incentive bonus or sales plan. BENEFITS • Health, dental, and vision insurance • Company paid life Insurance • 401(k) with company match • Paid time off and parental leave • Employee assistance program • Other wellness programs such as Headspace and Airvet • Charitable matching program Fostering A Sense of Belonging Our values-driven culture unifies our teams and inspires a mindset of action, innovation, and collaboration, with a relentless focus on customers. We seek out and celebrate all people and perspectives and cultivate an inclusive culture where everyone can thrive, feel valued, and be authentic. 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.  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.

Requirements

Must-haves

We Impact Lives Through Purpose-Driven Work in A People First Culture
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.
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).
2+ years experience providing Deskside\Phone Support for current Windows and Apple hardware and applications
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

Nice-to-haves

High school diploma or GED required; Bachelor’s degree in a computer related field or equivalent work experience preferred
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

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: successfactors
Effort: medium

Benefits

Benefits detected in the listing.

Dental

Vision

401(K)

Paid Time Off

Parental Leave

Wellness