[Remote] Service Desk Technician

Note: The job is a remote job and is open to candidates in USA. Switchfast Technologies, now part of Ascend Technologies, is seeking a Service Desk Technician to serve as the first point of contact for customers. This role involves providing technical support and resolving end-user incidents while delivering exemplary customer service. Responsibilities Act as the first point of IT support for our customers Answering incoming calls, emails, and web-submissions in a customer friendly and efficient manner Resolve end-user incidents and requests efficiently Explain technical issues and terms in a way our clients can understand Providing high-end, customer focused service that our clients expect Service Desk position may have on-call responsibilities and an occasional weekend/holiday work requirement on a rotational basis. (Any Holidays worked are paid 2x the hourly salary) Other responsibilities as assigned by management Skills Strong technical aptitude with Level 1 experience supporting and resolving end-user issues related to Windows OS, O365, AV tools, mobile devices, VOIP, Active Directory, firewalls/switches, Onboarding/Offboarding Requests, and other infrastructure requirements One year of experience in a technical position Top performers in customer service positions: answering support calls, emails and following up with clients Consistently exceeded customer expectations by providing exemplary service Service Desk or customer support experience preferred Benefits Health, dental, and vision insurance Retirement savings options Flexible time off (FTO) Professional development opportunities Company Overview Switchfast Technologies was acquired by Ascend Technologies in May 2021. It was founded in 2001, and is headquartered in Chicago, Illinois, USA, with a workforce of 51-200 employees. Its website is