Desktop Support Analyst, End User Support

About Ascent

Ascent Global Logistics, headquartered in Belleville, Michigan, is a leading global provider of expedited, time-critical logistics solutions and other direct transportation services. The company connects customers to its extensive carrier network, internal ground fleet, and airline via its proprietary, digital PEAK freight marketplace, which provides robust carrier capacity and transparent pricing, backed by 24/7/365 logistics experts. Ascent’s offerings include air charter and ground expedited solutions as well as truckload, less-than-truckload, global forwarding, brokerage, and managed transportation services. The experienced Ascent team solves customers’ most challenging logistics needs by providing industry-leading service and top-tier satisfaction.

Our Guiding Principles

At the core of Ascent's culture is a strong commitment to excellence, driven by the passion and dedication of every team member. We're equally dedicated to going above and beyond for our customers, ensuring this commitment extends beyond our team and brings exceptional value to those we serve. We aim for perfect execution in everything we do and ‘play hard’ by creating an environment where tasks are performed with a can-do attitude from start to finish. We ‘play smart’ by delivering on our commitments in an honest, fair, and ethical manner. We treat every person with whom we interface with the utmost dignity and respect. We understand that our teammates are our most valuable assets, so we ‘play together’ by making every effort to provide a professional and enjoyable experience, enabling careers to flourish and personal growth to be achieved.

What You’ll Do

The Desktop support analyst – will be responsible for assisting with strategic initiatives for the enterprise, assisting the Service Desk and End User Engineering team, and provide technical assistance to our internal customers. This position will primarily provide on-site support for corporate employees and guests to our sites.

• Provide end-user advocacy; must take ownership of the end-user experience (EUX).

• Serve as a level 2 escalation point of contact for the Service Desk.
• Possess a knack for process improvement.
• Handle multiple project priorities in a fast-paced environment.
• Possess excellent facilitation and communication skills.
• Possess the ability to develop alternative solutions in the absence of more desirable options.
• Assist with Imaging, distributing and collecting user equipment.
• Assist with administration of Microsoft Endpoint Manager (Intune).
• Assist with management of Azure Active Directory Users, Groups and Computers.
• Provide feedback from end-users regarding EUX improvement opportunities.
• Develop skills for PowerShell and CMD scripting to reliably automate repetitive administration functions.
• Develop documentation and job aids such as knowledge base articles (KBA) for ongoing support and knowledge transfer.
• Answering escalation calls during and after working hours.

What You’ll Bring

• At least 1 year of experience supporting Windows in a large organization.

• At least 1 year of experience supporting desktop/laptop hardware and application control/governance.
• At least 1 year of experience supporting Azure Active Directory.
• At least 1 year of experience supporting an enterprise print management environment.
• Moderate to advanced understanding of operating systems, network/system architecture, protocols, and enterprise services.
• Superior organizational, social, coordination, and follow-up skills.
• Superior verbal and written communication skills.
• Autonomous and creative problem solver.
• Team player; must prioritize communication and commitment to the team.
• ITIL certification ideal; experience working within an ITIL organization is required.
• MCSE (Microsoft Certified Support Engineer) or similar certification ideal, but not required.
• Microsoft Azure Administrator (AZ-104) certification ideal, but not required.
• Hardware (primarily x86 and AMD) configuration and troubleshooting experience required.
• Network+, Server+ or similar certifications ideal, but not required; networking knowledge is required.
• Process documentation and process improvement focus is required.
• The ideal Desktop Support Analyst will have experience in many or most of the following technologies or platforms:
  • Client Operating Systems – Windows 10/11
  • Client Hardware Architectures – X86, AMD, ARM
  • Print Management – HP, Sharp, Cannon
  • Office Productivity – Office 365
  • BYOD/Depl. Mgmt – Microsoft Intune
  • Service Management - ServiceNOW

Ascent’s Competitive Benefits

• 401(k) and employer matching

• Life Insurance

• Health, Dental, Vision Insurance

• Short- & Long-Term Disability

• Paid Time Off (PTO)

• Employee Assistance Program

• Paid Parental Leave

• Employee Wellness Program

• Paid Holidays

• Employee Recognition Programs

• Flexible Spending Account (FSA)

• Tuition Reimbursement

• Health Savings Account (HSA)

• Overtime, Differential & Bonus Pay

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