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Ascend Analytics · 22 hours ago

Information Technology Support Specialist

Boulder, CO

Full-time

Onsite

Entry, Mid Level

$60K/yr - $75K/yr

2+ years exp

Ascend Analytics is an innovative climate tech software and consulting company focused on energy analytics that are transforming the electric grid. They are seeking a skilled IT Support Specialist to provide technical support for daily operations, assist with onboarding, and resolve IT help desk issues for both local and remote employees.

AnalyticsComputerEnergySoftware

Growth Opportunities

No H1B

Hiring Manager

Sarah Roth

Responsibilities

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

Qualification

IT Support ExperienceMicrosoft Windows 10/11Microsoft Office SuiteMicrosoft 365 Admin PortalCustomer Service OrientationTechnical WritingProblem-SolvingCollaboration

Required

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