L2 IT Support Technician

Ascend Group

. Own and resolve tickets escalated from Ascend’s AI-first support layer through the Freshservice queue .

Posted 10/15/2026full-timeUnited StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing remote and deskside IT support, with a strong focus on troubleshooting across Windows, Microsoft 365, and Azure Virtual Desktop environments. Proficient in managing ticketing systems and documentation while delivering exceptional customer service in the public accounting industry.

Highest-signal resume keywords

Remote And Deskside SupportTroubleshooting SkillsMicrosoft 365Azure Virtual DesktopPublic Accounting Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingWindows SupportMicrosoft 365Azure Virtual DesktopCCH AxcessUltraTaxCCH ProSystem EngagementExcel Add-InsIntuneEndpoint Management

Soft Skills

Customer ServiceCommunicationDocumentationProcess-DrivenContinuous Improvement Mindset

Tools & Technologies

FreshserviceNerdioZscalerControlUpITIL Frameworks

Certifications & Qualifications

Relevant IT CertificationsBachelor's Degree

Industry Keywords

Public AccountingIT SupportTicketing SystemsKnowledge BaseSite Visits

Tech Stack

Tools & technologies

Azure

About the role

Key responsibilities & impact

Own and resolve tickets escalated from Ascend’s AI-first support layer through the Freshservice queue
Resolve 80%+ of assigned tickets at first human touch without further escalation
Resolve 95%+ of assigned tickets within SLA response and resolution timeframes
Deliver IT support and customer service for Partner Firm users
Escalate to L3 and L4 teams with complete troubleshooting notes
Provide remote and deskside support across Azure Virtual Desktop (Nerdio), Microsoft 365, Windows endpoints, Intune, Zscaler, printing, conferencing, and office network connectivity
Support accounting applications and add-ins including CCH Axcess, UltraTax, CCH ProSystem Engagement, and Excel plugins
Maintain accurate Freshservice ticket categorization, status updates, and closure upon user confirmation
Document solutions in Knowledge Base and how-to articles for self-service and AI automation
Perform quarterly onsite regional site visits covering workstations, conferencing, and network rooms
File templated site visit reports within two business days
Participate in shift coverage, on-call rotation, and busy season weekend coverage
Support Technology Stack Transition and hypercare for newly joining Partner Firms

Requirements

What you’ll need

3+ years of experience providing remote and deskside end user support
Public accounting industry experience required
Bachelor’s degree and relevant IT certifications preferred, but not required
Strong troubleshooting skills across Windows, Microsoft 365, and Azure Virtual Desktop environments
Working knowledge of tax and audit applications (CCH Axcess, UltraTax, CCH ProSystem Engagement) and Excel add-ins
Familiarity with Intune, Entra ID, and endpoint management tools such as ControlUp
Familiarity with ITIL frameworks and best practices
Excellent customer service and communication skills
Clear documentation and Knowledge Base writing
Bias for action; reliable, process-driven, and coachable, with a continuous improvement mindset

Benefits

Comp & perks

Remote and deskside support arrangement
Quarterly regional site visits
Participation in East and West shift coverage model, on-call rotation, and busy season weekend coverage as scheduled
Equal employment opportunity regardless of protected characteristics