IT Help Desk Engineer

Posted: April 2022

Are you an outgoing, proactive doer who excels at solving complex problems? Do you thrive when quickly tackling a variety of issues and challenges? Are you an analytical person who understands data and executes with a high level of detail and precision? Do you quickly become an expert in any subject matter you’re working with and follow through with tasks efficiently? And finally, are you adept at navigating between different clients quickly and professionally?

You may be a great fit to be our next IT Help Desk Engineer who helps customers worry less about issues and focus more on their work.

We believe that improperly managed technology creates stress and interferes with our best work. Our mission is to enthusiastically provide high touch IT support so every client personally feels confident and can succeed in business.

We are looking for an experienced IT engineer who values personal and professional growth and who can use a diverse technology skillset to continue delivering our mission.

What You’ll Do:

• Provide direct support to clients.
• Own support requests from initiation to resolution.
• Support other team members on cross-functional projects.
• Contribute ongoing documentation to our core library.
• Manage small projects using IT-related project management principles.
• Assist with internal growth and development projects as part of our business operating system.
• Continually improve personal and professional skills to support the company mission and culture.

Knowledge, Skills, and Abilities:

We value experience over education and ingenuity over certifications (but we’re cool with those too). People skills are greater than the ability to quote the 7 layers of the OSI reference model. That said, we do have some specific skill areas that the right candidate will need to have.

Required Skills:

• 1+ years general level 1-2 IT experience
• Office 365 Administration experience (certifications ideal)
  • Multi-factor authentication
  • SharePoint
  • OneDrive, syncing, collaboration
  • SharePoint sites, security groups, permissions
• Active Directory 
  • User account management
• Windows 10 Pro management
• Windows Server Administration 2016 and newer
• Mac OS X experience
• Networking fundamentals
• Network printer fundamentals
• Microsoft Office power user
• Common database fundamentals
• Common business applications

Highly-Desirable Skills:

• Active Directory 
  • Group policies
  • Windows folder redirection
• Microsoft Exchange 365 experience Mailboxes, resources
  • Mail flow rules, connectors, policies
• Mobile device management (MDM) platforms
  • iOS restrictions 
  • Android management
  • Chrome OS restrictions
• PowerShell experience

Personal Profile

To deliver a concierge-level customer experience, it is important to us to first be healthy, professional people who truly care about customer experience excellence. Technical requirements are expected in the industry, but a delightful experience differentiates us. With that in mind, here are some of the things we’ve found make a great fit in our service delivery culture.  

Required Attributes:

• Unending curiosity.
• Voracious appetite for learning and exploration.
  • Able to function in the creating/synthesis level of learning.
• Recognizable emotional intelligence
  • Empathy, humility, psychological development
• Alignment with our values
  • Guy in the chair
  • Humility
  • Ownership
  • Belay
  • Positive
• Excellent written and verbal communication skills - working with clients in person is critical.

Desirable Attributes:

• Smells good.
• Loves puns. 
• Great hair. 
• Ability to understand tongue-in-cheek.

About Ascend Technology Group:

We are a managed services provider in Omaha, Nebraska, serving the Omaha metro area since 2005. We are a team of eight—internally known as the A Team—and we are a family. We love our work but we prioritize the important things in life. We serve our clients well and we value each relationship we’ve built. We are proud to be the most loved MSP in Omaha! (per Google reviews)  

• Family first, work fifth (or in some cases sixth or seventh). 
• Faith matters. A lot.
• We own things – our mistakes, our successes, our work, and really cool tech tools. 
• Fun. Lots of joy. And flying monkeys. (And inside jokes.)
• We improve, and then we improve again. 

If this opportunity appeals to you, and if you are interested in the growth and advancement opportunities a growing company, we’d love to hear from you. We compensate well based on experience.

Here’s what you can do:

1. Fill out our survey.
2. Then send us your resume and cover letter explaining why we’d be crazy to not have you on our team.

We can’t wait to connect.