IT Field Support Manager
Ascendance
Benefits
Job Type
Description
Ascendance Truck Centers is one of the region's premier Commercial Truck Sales & Leasing Dealerships. Our team enjoys a fantastic culture and opportunities for advancement, which are company-wide focused to help you grow both personally and professionally. We are interested in helping you establish and build a long-term career with us, because we know that happy employees lead to happier customers!
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Disability insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid sick time
- Paid time off
- Parental leave
- Referral program
- Travel reimbursement
- Vision insurance
Job Summary:
Field Support Manager:
We are seeking a skilled and customer-focused Field Support Manager to join our team. In this role, you will be responsible for providing first-line technical assistance and support to internal users or external clients experiencing hardware, software, or network-related issues. The ideal candidate will have excellent problem-solving skills, strong communication abilities, and a passion for helping others with technology.
Key Responsibilities:
- Respond to support requests via phone, email, chat, and/or ticketing system.
- Diagnose and troubleshoot hardware, software, and network issues.
- Guide users through step-by-step solutions in a clear and concise manner.
- Install, configure, and update software and applications.
- Collaborate with escalation teams to ensure timely resolution of complex technical issues.
- Document issues, solutions, and user interactions in the support database.
- Maintain knowledge base articles and self-help documentation.
- Assist with user account management, including password resets and access requests.
- Perform regular system checks and maintenance tasks as directed.
- Stay up to date on new technologies, system updates, and company tools.
- Participate in on-call rotations or emergency response situations as needed.
- Additional duties as required by leadership.
Qualifications:
Required:
- Associate’s or Bachelor’s degree in Computer Science, Information Technology, or a related field; or equivalent work experience.
- 1–3 years of experience in a technical support or IT help desk role.
- Efective verbal and written communication skills.
- Familiarity with operating systems (Windows, macOS, Linux) and common software applications (Microsoft Ofice, Google Workspace, etc.).
- Basic understanding of networking concepts and protocols (TCP/IP, DNS, VPN).
- Strong communication, interpersonal, and customer service skills.
- Ability to work independently and in a team environment.
- Problem-solving mindset and a willingness to learn.
- Valid driver’s license and willingness to travel to field locations.
Preferred:
- Experience with ticketing systems (e.g., Zendesk, Freshdesk, Jira).
- Certifications such as CompTIA A+, Network+, or Microsoft certifications.
- Knowledge of Active Directory, remote desktop tools, and IT asset management.
EOE
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Skills
About Ascendance
Ascendance is a company located at 2811 Charter Rd, Philadelphia, PA, USA. It uses the Dayforce ATS platform for recruiting and has job postings for roles such as Service-Writer. Further details about its industry and operations are not publicly available.