IT Support Engineer II

The IT Support Engineer II provides direct support to Ascendium employees as a primary point of contact for technology questions, incidents, and service requests. This role answers the IT support phone line, responds through the service desk, and works to resolve issues during the first contact whenever possible.

As a member of the IT and Security team, this engineer supports end-user computers, mobile devices, applications, accounts, and workplace technology. They own requests through resolution, keep employees informed, and coordinate with other support engineers and specialists when an issue requires additional expertise.

The ideal candidate combines strong troubleshooting skills with patient, clear communication. They can prioritize competing requests, explain technical steps in plain language, document their work, and manage the full employee and hardware lifecycle from onboarding and deployment through replacement, recovery, and offboarding.

The position is based in Madison, Wisconsin, where Ascendium is headquartered. This engineer will generally work in the office five days per week to provide hands‑on support to employees as needed.

On a day-to-day basis, you may contribute in the following areas.

• Answer the IT support phone line and respond promptly to tickets, chats, and walk-up requests; provide a welcoming and reliable first point of contact.

• Diagnose and resolve common account, application, device, connectivity, printing, and collaboration issues during the first contact whenever practical.
• Provide Level 2 troubleshooting for Windows and Apple computers, mobile devices, peripherals, phone and voice services, and meeting room technology.
• Record symptoms, troubleshooting steps, resolution, urgency, and follow‑up in the service desk system; classify and prioritize requests accurately.
• Own assigned incidents and requests through resolution, communicate status to employees, and escal with clear context when specialized support is needed.
• Prepare, image, configure, deploy, upgrade, replace, recover, and securely retire employee devices and peripherals in accordance with IT standards.
• Coordinate employee onboarding, role changes, and offboarding, including account and access requests, equipment setup, collection, inventory, and documentation.

• Identify recurring contacts and suggest practical changes that improve first contact resolution and the employee support experience.
• Maintain useful knowledge articles, troubleshooting steps, and device setup instructions for the team and employees.
• Recommend safe workarounds that restore productivity while longer‑term fixes are being developed.
• Help improve service desk processes, ticket quality, response times, and hardware lifecycle practices.

• Adapt to changing technology, support priorities, and employee needs.
• Stay engaged and calm when diagnosing unfamiliar or urgent issues.
• Learn new systems and tools and apply feedback to improve service.
• Help employees adjust to device, application, and process changes.

• Work closely with other support engineers, IT and Security specialists, and business partners to resolve incidents and deliver consistent support.
• Share findings and documentation so the team can resolve similar requests more quickly.
• Coordinate with vendors and other teams when a request crosses support boundaries.

• Listen carefully, ask clarifying questions, and explain next steps in language suited to each employee.
• Provide timely updates on open tickets, planned work, outages, and escalations.
• Write clear ticket notes and communicate respectfully by phone, chat, email, and in person.

• Understand how employee technology and responsive support enable Ascendium's work.
• Prioritize service based on business impact, urgency, security, and agreed service expectations.
• Protect employee and company information while following access, device, and change procedures.
• Build trusted relationships by following through on commitments and seeking feedback.

• Break down technical problems, test likely causes, and select a practical path to resolution.
• Use available documentation and tools while knowing when to involve a subject matter expert.
• Look for patterns in repeat incidents and provide useful evidence for problem management.
• Verify the solution with the employee and take responsibility for a complete handoff or resolution.

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