[Remote] Service Desk Technician

Note: The job is a remote job and is open to candidates in USA. Ascend Technologies is seeking a Service Desk Technician to serve as the first point of contact for customers. This fully remote position involves providing technical support and customer service, resolving incidents and requests efficiently while explaining technical issues in an understandable manner. 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 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 Ascend Technologies helps customers to make IT investments, meet the needs of business and optimize productivity It was founded in 2020, and is headquartered in Chicago, Illinois, USA, with a workforce of 201-500 employees. Its website is Company H1B Sponsorship Ascend Technologies has a track record of offering H1B sponsorships, with 1 in 2026, 11 in 2025, 16 in 2024, 12 in 2023, 9 in 2022, 11 in 2021, 6 in 2020. Please note that this does not guarantee sponsorship for this specific role.