Ascent Funding
IT Help Desk
Ascent Funding, San Diego, California, United States, 92189
Ascent is a leading provider of innovative financial products and student support services that enable more students to access education and achieve academic and economic success. Everything Ascent offers is designed with the best-in-class teams and technology to increase every student's ability to plan, pay, and succeed in their education and career. Ascent's planning tools and financing resources are co-created by students for those in college, graduate school, and career training programs. Ascent offers financial wellness education, student success services, and one-on-one and digital career coaching that put students' academic and professional goals within reach. Ascent has been widely recognized for its strong culture – named “Best Places to Work” by the San Diego Business Journal for the past 5 years – and as an industry leader – named “Best Student Loan” by NerdWallet for the past 3 years.
At Ascent Funding, we value providing superior customer service and are committed to the successful operation of our information technology systems. We are seeking a qualified IT help desk technician to assist our customers with questions and problems concerning computer systems, hardware, and software. The technician will work with customers remotely and in person, guiding them through systems configuration and troubleshooting, while aiming to resolve issues with efficiency. Standout candidates will be excellent problem-solvers with outstanding communication and customer service skills.
Objectives of this role
Provide quick and effective assistance with information technology systemsGuide internal and external customers remotely and in person through systems configuration, troubleshooting, and maintenanceListen attentively to customers’ questions and concerns and offer optimal solutionsPrioritize customer satisfaction in all communications, directing unresolved issues to next-level personnelRepresent Ascent Funding’s IT team with professionalism and integrity while helping to advance our company missionSkills and qualifications
Excellent problem-solving and analytical skills with a demonstrated sound attention to detailComprehensive knowledge of computer systems and experience troubleshooting hardware and softwareThe ability to break down technological processes and deliver clear, step-by-step instructionsPatient, friendly demeanor with a great aptitude for listeningStrong verbal and written communication skillsCommitment to providing exceptional customer servicePreferred qualifications
Bachelor's Degree in computer science, information systems or IT, or equivalent experienceCompTIA A+ certification (optional)Fluent in mechanisms such as peripherals (printers, mice, headsets, etc.)Comfortable providing technical assistance and fixing issues that ariseExperience working with smart devices such as phones, tablets, etc.Eagerness to learn new technologies and systemsExperience working as an IT help desk technician or in a similar customer support role
Helpdesk Technician responsibilities include:
Maintain informational documentation in SharePoint for the Help Desk.Oversee implementation of desktop configuration management at the help desk level.Gather accurate technical information from internal customers on reported issues.Maintain accurate inventory for all IT hardware and software.Assist with implementation and maintenance of hardware, software and peripherals.Monitor and perform audits of computer systems.Provide professional end-user support via telephone, email or web.Provide appropriate documentation on services provided and status updates in the Jira service desk system.Train and provide support to staff on new technology implementations.Assist users with account creation, changes, and securing of data/accounts.Troubleshoot performance issues and issues with browsers and plugins.Answer all incoming requests (mostly chat and web) and create a ticket by documenting the reported issue and all prominent details.Competitive pay with bonus, and comprehensive benefits package that includes, but not limited to:
Compensation includes a base salary of
$68k-$78k
commensurate with experience, plus bonus and options.Company Stock Options401(k) + Company MatchMedical, dental, and vision coverageAnnual HSA contribution of $1,600Life insurance, disability, and critical illness14 Paid Holidays! Eleven (11) + Two (2) Community Days + Your Birthday!Snacks and drinks in the officeTuition reimbursement programGenerous paid leave policies$2,000 Vacation Incentive Plan after 3 years + $1,000 Sabbatical DayWellness, Work from Home funds, and more!
The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.
Equal Employment Opportunity
It is the policy of the Company to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. Reasonable accommodation is available for qualified individuals with disabilities, upon request.
At Ascent Funding, we value providing superior customer service and are committed to the successful operation of our information technology systems. We are seeking a qualified IT help desk technician to assist our customers with questions and problems concerning computer systems, hardware, and software. The technician will work with customers remotely and in person, guiding them through systems configuration and troubleshooting, while aiming to resolve issues with efficiency. Standout candidates will be excellent problem-solvers with outstanding communication and customer service skills.
Objectives of this role
Provide quick and effective assistance with information technology systemsGuide internal and external customers remotely and in person through systems configuration, troubleshooting, and maintenanceListen attentively to customers’ questions and concerns and offer optimal solutionsPrioritize customer satisfaction in all communications, directing unresolved issues to next-level personnelRepresent Ascent Funding’s IT team with professionalism and integrity while helping to advance our company missionSkills and qualifications
Excellent problem-solving and analytical skills with a demonstrated sound attention to detailComprehensive knowledge of computer systems and experience troubleshooting hardware and softwareThe ability to break down technological processes and deliver clear, step-by-step instructionsPatient, friendly demeanor with a great aptitude for listeningStrong verbal and written communication skillsCommitment to providing exceptional customer servicePreferred qualifications
Bachelor's Degree in computer science, information systems or IT, or equivalent experienceCompTIA A+ certification (optional)Fluent in mechanisms such as peripherals (printers, mice, headsets, etc.)Comfortable providing technical assistance and fixing issues that ariseExperience working with smart devices such as phones, tablets, etc.Eagerness to learn new technologies and systemsExperience working as an IT help desk technician or in a similar customer support role
Helpdesk Technician responsibilities include:
Maintain informational documentation in SharePoint for the Help Desk.Oversee implementation of desktop configuration management at the help desk level.Gather accurate technical information from internal customers on reported issues.Maintain accurate inventory for all IT hardware and software.Assist with implementation and maintenance of hardware, software and peripherals.Monitor and perform audits of computer systems.Provide professional end-user support via telephone, email or web.Provide appropriate documentation on services provided and status updates in the Jira service desk system.Train and provide support to staff on new technology implementations.Assist users with account creation, changes, and securing of data/accounts.Troubleshoot performance issues and issues with browsers and plugins.Answer all incoming requests (mostly chat and web) and create a ticket by documenting the reported issue and all prominent details.Competitive pay with bonus, and comprehensive benefits package that includes, but not limited to:
Compensation includes a base salary of
$68k-$78k
commensurate with experience, plus bonus and options.Company Stock Options401(k) + Company MatchMedical, dental, and vision coverageAnnual HSA contribution of $1,600Life insurance, disability, and critical illness14 Paid Holidays! Eleven (11) + Two (2) Community Days + Your Birthday!Snacks and drinks in the officeTuition reimbursement programGenerous paid leave policies$2,000 Vacation Incentive Plan after 3 years + $1,000 Sabbatical DayWellness, Work from Home funds, and more!
The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.
Equal Employment Opportunity
It is the policy of the Company to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. Reasonable accommodation is available for qualified individuals with disabilities, upon request.