IT Support Specialist, Ascend Analytics

• We’re looking for someone who thrives in a fast-paced setting, can juggle multiple priorities, and is comfortable taking ownership of both daily support tasks and long-term projects
• Bachelor's degree in Information Technology, Information Science, or a related field, or an equivalent combination of education and relevant experience
• At least 2 years of full-time IT support experience or a post-secondary certificate in a related program
• Hands-on experience with Microsoft Windows 10/11 and Microsoft Office suite
• Familiarity with the Microsoft 365 Admin Portal, including Dynamics CRM
• Strong experience working within a standardized ticketing system and documenting resolutions
• Excellent technical writing skills for creating user-facing documentation and guides
• Ability to follow established methodologies while continuously identifying opportunities for process improvement
• Strong customer service orientation with the ability to interact professionally across all levels of the organization
• Proven ability to prioritize, take initiative, and problem-solve independently in a fast-paced environment
• Excellent written and verbal communication skills with strong attention to detail
• Ability to work effectively both independently and as part of a collaborative team
• High level of personal integrity, professionalism, and reliability

Desirable

• Ascend is seeking a skilled and motivated IT Support Specialist to support daily operations for both local and remote employees. This role involves providing direct technical support for individual workstations in a Windows and Microsoft Office environment, as well as resolving a variety of IT help desk issues
• Provide first-level technical support by responding to all new IT help desk tickets on the same day they are submitted
• Assist with new hire onboarding, including account setup and training on PC applications and systems
• Configure, deploy, and maintain Windows laptops for employees
• Diagnose and resolve hardware and software issues related to PCs and peripherals
• Maintain accurate inventory of all devices and manage remote system updates using REFTAB
• Participate in project work by defining tasks, estimating timelines, and executing responsibilities
• Perform software and operating system upgrades as required
• Troubleshoot complex technical issues using industry best practices to ensure timely resolution
• Monitor and respond to support emails (e.g., Entara support inbox) as time allows
• Maintain the IT ticketing system, including knowledge base documentation and system maintenance logs
• Prepare and configure laptops for employees, ensuring correct deployment and functionality
• Assist with the setup and maintenance of business networking equipment and infrastructure, including tasks such as IP subnetting, cable management, and Wi-Fi troubleshooting
• Oversee the IT training portal to ensure all employees complete onboarding and ongoing training requirements
• Perform additional duties as assigned by the direct manager