Ascend Nonprofit Solutions - IT Desktop Support Technician

IT Desktop Support Technician

Ascend Nonprofit Solutions seeks a dedicated and customer-centric IT Desktop Support Technician. This role serves as the primary point of contact for technical support, delivering high-quality customer service to local nonprofit organizations. By managing and resolving critical hardware and software issues, you will directly enable these agencies to fulfill their community missions effectively.

Value Proposition

• Mission-Driven Impact: Provide critical technology infrastructure that empowers nonprofit organizations to serve the community.
• Professional Growth: Expand your technical expertise across enterprise environments, including Microsoft 365 and network infrastructure.
• Collaborative Environment: Work alongside a dedicated IT team focused on operational excellence and shared success.

Key Responsibilities

Customer Service & Service Desk (45%)

• Serve as the professional, empathetic first point of contact for all incoming IT service requests.
• Assume full ownership of user issues, ensuring accurate, thorough, and timely resolution.
• Partner with team members to co-lead helpdesk operations and optimize service delivery workflows.
• Document standard operating procedures, system configurations, and troubleshooting steps to enhance the team knowledge base.

Desktop & End-User Support (40%)

• Provide comprehensive technical support to both on-premise and remote end-users.
• Diagnose and resolve hardware, peripheral, and software issues, including Microsoft 365, Remote Access, and Multi-Factor Authentication (MFA).
• Execute end-user provisioning, including imaging, deploying workstations, laptops, and mobile devices.
• Manage user accounts, access permissions, and security credentials across various corporate systems.

Systems & Network Infrastructure Support (15%)

• Assist with network operations, troubleshooting connectivity issues, and managing directory access rights.
• Support hardware installations, system patching, and major software upgrades.
• Monitor system stability and maintain compliance with data security standards (including HIPAA and FERPA).

Position Requirements

Core Competencies

• Problem-Solving & Judgment: Ability to exercise independent judgment, reason objectively, and prioritize competing demands.
• Communication: Strong written and verbal communication skills, with the ability to explain complex technical concepts to non-technical users.
• Crisis Management: Capacity to remain calm, professional, and efficient during system emergencies or high-stress situations.

Qualifications & Experience

• Experience: 2 to 4 years of proven success in a helpdesk or desktop support environment.
• Education: High School Diploma required; Associate degree or higher preferred.
• Certifications: CompTIA A+, Network+, or Microsoft certifications are highly preferred.
• Technical Proficiency: Solid understanding of DNS, DHCP, Office 365 environments, and workstation hardware architecture required.

Logistics & Physical Demands

• Mobility: Valid driver's license, reliable personal vehicle, and automotive insurance.
• Travel: Frequent local travel (under 50%) to deploy and configure equipment at client sites.
• Physical Ability: Ability to occasionally lift and transport hardware weighing up to 20 pounds.

Benefits

• Ascend NPS is committed to providing a comprehensive employee benefit program that helps our employees stay healthy, feel secure, and maintain a good work/life balance. Benefits include:
• Comprehensive Medical, Dental, Vision insurance options
• Health and Dependent Care Flexible Spending Accounts
• Retirement plans with match
• 20 days PTO and 11 paid holidays
• Basic Life and Accidental Death & Dismemberment (AD&D)
• Voluntary Life and AD&D
• Company paid Short Term and Long-Term Disability Insurance
• Supplemental Benefit Offerings
• Fit4Work Wellness Program
• Employee Assistance Program

Ascend NPS is an equal opportunity employer. We provide equal opportunity in all terms, conditions, and privileges of employment for all qualified applicants and employees without regard to race, color, creed, religion, national origin, sex, age, marital status, disability, or veteran status.

No calls, emails, or visits please.

For immediate consideration, please formally apply online and provide a resume and cover letter.

The above statements are intended to describe the general nature and level of work being performed by people assigned this job classification. They are not to be constructed as an all-inclusive list of all duties, skills, and responsibilities of people so assigned.

The Agency's policy is to provide equal opportunity in all terms, conditions, and privileges of employment for all qualified applicants and employees without regard to race, color, creed, religion, national origin, sex, age, marital status, disability or veteran status.