Support Engineer

About Ascendion : Ascendion is a full service digital engineering solutions company. We make and manage software platforms and products that power growth and deliver captivating experiences to consumers and employees. Our engineering, cloud, data, experience design, and talent solution capabilities accelerate transformation and impact for enterprise clients. Headquartered in New Jersey, our workforce of 6,000+ Ascenders delivers solutions from around the globe. Ascendion is built differently to engineer the next. Ascendion | Engineering to elevate life We have a culture built on opportunity, inclusion, and a spirit of partnership. Come, change the world with us: Build the coolest tech for world’s leading brands Solve complex problems - and learn new skills Experience the power of transforming digital engineering for Fortune 500 clients Master your craft with leading training programs and hands-on experience Experience a community of change makers! Join a culture of high-performing innovators with endless ideas and a passion for tech. Our culture is the fabric of our company, and it is what makes us unique and diverse. The way we share ideas, learning, experiences, successes, and joy allows everyone to be their best at Ascendion. Title: Support Engineer 2 Location: Hybrid Purpose of the Team: The purpose of this team is to provide frontline help desk support, including onboarding and offboarding accounts, asset management, office support, network troubleshooting, and conference room issues. For any issues outside of their scope, they will escalate requests to the appropriate teams for additional support. Key projects: This role will serve as the sole IT support resource for the Washington office, providing hands-on technical support and white glove service for executives and team members. Responsibilities include onboarding and offboarding, asset management, office support, troubleshooting hardware and software issues, and supporting network and conference room functionality. The ideal candidate must have strong AV knowledge to troubleshoot audio/visual issues, identify root causes, and engage the AV Engineer when escalation is needed. This position is highly customer support focused and requires prior experience in IT support. Candidate Requirements - Disqualifiers: Candidates with low tenure, constant job hopping will not be eligible for the role. Degrees or certifications required: No particular degree required for the role. Position Summary The primary function of the IT Support Specialist is to provide onsite technical support and assistance to employees across a broad range of hardware, software, collaboration, and workplace technologies. This individual will serve as the sole onsite IT Support Specialist within the office and must be comfortable operating independently while delivering exceptional customer service and technical expertise. The ideal candidate is an experienced IT professional with strong troubleshooting capabilities, excellent communication skills, and a proactive approach to problem-solving. This role requires supporting employees at all levels of the organization, including occasional white-glove support for executive and C-level leadership. In addition to traditional desktop support responsibilities, the candidate should possess intermediate to advanced Audio Visual (AV) experience supporting conference rooms, Executive Briefing Centers (EBCs), all-hands spaces, and company events. Key Responsibilities Serve as the primary on-site IT support resource for employees within the office. Answer user inquiries regarding computer software, hardware, operating systems, and workplace technology solutions. Troubleshoot and resolve issues in person, remotely, via phone, or through ticketing systems. Install, configure, test, maintain, and support hardware, software, and peripheral devices. Provision, deploy, and support Mac and Windows endpoints, mobile devices, and accessories. Support user account access, identity management, and SaaS applications. Enter commands, perform diagnostics, and observe system functionality to verify correct operation and identify issues. Maintain accurate records of support requests, troubleshooting activities, resolutions, and installations. Read technical documentation, conduct diagnostics, and collaborate with users to investigate and resolve technical issues. Partner with remote IT, Security, Engineering, and Workplace teams to resolve escalated issues and improve service delivery. Assist with onboarding and offboarding activities, including device setup, account provisioning, and asset management. Create and maintain technical documentation and knowledge base articles. Audio Visual (AV) & Event Support Provide support for conference rooms, Executive Briefing Centers (EBCs), training rooms, and all-hands spaces. Support and troubleshoot Teams Rooms, Zoom Rooms, and related collaboration technologies. Assist with executive meetings, customer presentations, company events, and hybrid meeting experiences. Troubleshoot displays, cameras, microphones, speakers, room controllers, presentation systems, and related AV equipment. Perform proactive room readiness checks and testing prior to meetings and events. Coordinate with AV vendors and workplace teams to ensure meeting spaces remain operational and aligned with business needs. Required Qualifications Associate degree in a computer-related field or equivalent technical training and experience. 3-4 years of experience in IT Support, Desktop Support, Help Desk, or End User Services environments. Experience working independently as a primary or sole onsite IT support resource. Strong troubleshooting skills across hardware, software, operating systems, networking, and collaboration technologies. Experience supporting macOS and Windows environments. Experience supporting 365, Workspace, and common SaaS applications. Familiarity with identity and access management platforms such as Okta, Entra ID (Azure AD), or similar technologies. Experience providing executive-level or white-glove support. Strong verbal and written communication skills. Excellent customer service, interpersonal, and problem-solving skills. Ability to prioritize workload, manage time effectively, and operate with minimal supervision. Preferred Qualifications Experience supporting Teams Rooms, Zoom Rooms, or similar conference room technologies. Hands-on experience supporting AV systems in conference rooms, EBCs, event spaces, and executive environments. Familiarity with endpoint management platforms such as Jamf, Intune, Kandji, or similar tools. Experience supporting live events, executive briefings, and company-wide presentations. Knowledge of asset management and inventory management platforms. What is the ideal background of a candidate for this role?: The ideal candidate has 3-4 years of experience in IT Support, Desktop Support, or End User Services within a corporate environment, preferably supporting a mix of in-office and remote employees. They have experience serving as a primary onsite IT resource, are comfortable working independently, and have a strong customer-service mindset. Candidates should have hands-on experience supporting macOS and Windows devices, 365, identity and access management platforms (Okta, Entra ID/Azure AD), endpoint management tools, and common SaaS applications. Experience providing white-glove support to executives and senior leadership is highly desirable. Additionally, the ideal candidate has practical AV experience supporting conference rooms, Teams Rooms, Zoom Rooms, Executive Briefing Centers (EBCs), and company events. They should be comfortable troubleshooting displays, cameras, microphones, room systems, and presentation technology while ensuring critical meetings and events run smoothly. Top 3 Must-Have HARD Skills Enterprise IT Support / Desktop Support (3-4+ Years) Advanced troubleshooting of macOS and Windows devices. Experience supporting hardware, software, peripherals, mobile devices, and SaaS applications. Ability to independently resolve end-user issues in a corporate environment. Executive Support & Workplace Technology (3+ Years) Experience providing white-glove support to senior leadership and executives. Supporting 365, collaboration tools, identity and access management (Okta, Entra ID/Azure AD), and modern workplace technologies. Strong communication skills and ability to operate in high-visibility situations. 3. Audio Visual (AV) & Conference Room Support (2-3+ Years) Hands-on experience supporting Teams Rooms, Zoom Rooms, conference rooms, EBCs, and all-hands spaces. Troubleshooting displays, cameras, microphones, speakers, room controllers, and presentation technology. Experience supporting executive meetings, customer presentations, and live events. Thanks Salary Range: $89,440 - 93,440 Annually -Factors that may affect pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate. Benefits: The Company offers the following benefits for this position, subject to applicable eligibility requirements: [medical insurance] [dental insurance] [vision insurance] [401(k) retirement plan] [long-term disability insurance [short-term disability insurance] [5 personal days accrued each calendar year. The Paid time off benefits meet the paid sick and safe time laws that pertain to the City/ State] [10-15 days of paid vacation time] [6 paid holidays and 1 floating holiday per calendar year] Want to change the world? Let us know. Tell us about your experiences, education, and ambitions. Bring your knowledge, unique viewpoint, and creativity to the table. Let’s talk! Show more Show less