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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing remote and deskside end user support, with strong troubleshooting skills in Windows, Microsoft 365, and Azure Virtual Desktop environments. Proficient in documentation and knowledge base writing, ensuring effective communication and customer service.
Highest-signal resume keywords
Remote End User SupportTroubleshooting SkillsMicrosoft 365Azure Virtual DesktopPublic Accounting Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingWindows SupportMicrosoft 365 SupportAzure Virtual DesktopCCH AxcessUltraTaxCCH ProSystem EngagementExcel Add-InsIntuneEndpoint Management
Soft Skills
Customer ServiceCommunicationDocumentation SkillsProcess-DrivenContinuous Improvement Mindset
Tools & Technologies
FreshserviceControlUpZscalerOffice Network ConnectivityConferencing Tools
Certifications & Qualifications
Relevant IT CertificationsBachelor's Degree
Industry Keywords
Public AccountingITIL FrameworksKnowledge BaseTicket CategorizationSLA Compliance
Tech Stack
Tools & technologiesAzure
About the role
Key responsibilities & impact- Own and resolve tickets escalated from Ascend’s AI-first support layer in the Freshservice queue
- Resolve 80%+ of assigned tickets at first human touch and 95%+ within SLA timeframes
- Provide remote and deskside support across Azure Virtual Desktop, Microsoft 365, Windows endpoints, Intune, Zscaler, printing, conferencing, and office network connectivity
- Support accounting applications and add-ins, escalating to L3 Application Support when needed
- Maintain accurate ticket categorization, status updates, troubleshooting notes, and closure confirmation
- Write Knowledge Base and how-to articles for resolutions lacking existing documentation
- Perform quarterly onsite Partner Firm visits covering workstations, conferencing, and network rooms
- File site visit reports within two business days
- Participate in East and West shift coverage, on-call rotation, and busy season weekend coverage
- Support Technology Stack Transition and hypercare for newly joining Partner Firms
- Report to the Regional IT Support Lead
Requirements
What you’ll need- 3+ years of experience providing remote and deskside end user support
- Public accounting industry experience required
- Strong troubleshooting skills across Windows, Microsoft 365, and Azure Virtual Desktop environments
- Working knowledge of 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 skills
- Bachelor’s degree and relevant IT certifications preferred, but not required
- Bias for action; reliable, process-driven, and coachable, with a continuous improvement mindset
Benefits
Comp & perks- Fair and equal employment opportunity for all candidates regardless of race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity/expression, age, marital status, disability, or any other legally protected characteristic
- Values-driven culture emphasizing empowerment, positivity, excellence, teamwork, and enthusiasm