Service Desk Engineer

Tier 1 Service Desk Engineer

We believe talent deserves a human touch. Your application will be read by an actual person who's excited to discover the real you.

We are seeking a Tier 1 Service Desk Engineer (Inside Service Engineer), who thrives in a fast-paced, client-focused environment, delivering prompt and effective technical support.

In this role, you'll help users by quickly solving tech issues and keeping things running smoothly. You'll handle a wide range of tasks, from resolving printer issues and password resets to troubleshooting MFA, verifying suspicious emails, and responding to antivirus alerts. You'll also provide support for client-specific applications and assist with new user setups. Working remotely, you'll manage tickets using Connect Wise PSA, maintain accurate documentation in IT Glue, and collaborate with your team to keep systems performing their best.

You should be comfortable with basic networking concepts and be ready to jump in where needed. You'll regularly interact with customers, stay ahead of potential issues, and participate in team meetings to stay aligned and informed.

To be successful in this role, you should have hands-on experience supporting end users in a service desk or help desk environment. You'll need strong troubleshooting skills across common technical issues like printers, password resets, MFA, and antivirus alerts. Familiarity with ticketing systems, time entry, and documentation tools, such as Connect Wise PSA and IT Glue, is important. A general understanding of firewalls, switches, and desktop computers will help you succeed.

Strong communication skills, attention to detail, and the ability to manage multiple tasks efficiently are essential for delivering a great client experience.

This role is remote, and we love that our team is spread across the country. Because of that, we like to meet our final candidates face to face. You can expect at least one in-person interview local to you.

General job duties include:

• Work from Element's centralized Service Center or remotely to support client environments
• Support desktops, virtual environments, and co-located systems in collaboration with service teams
• Rapidly adapt to new technologies and maintain updated knowledge of computer systems
• Maintain detailed documentation using ITGlue and Connectwise PSA (Connectwise Manage)
• Provide daily customer interaction with a professional and positive attitude
• Attend team meetings and improve technical skills continuously
• Manage ticket resolution, follow-ups, and proactive reviews of client systems

Preferred Skills &

Qualifications:

• Two-year technical degree and 1-5 years of service center support experience
• Preferred experience with a Managed Service Provider (MSP), but is not required
• Certifications (general and at least one in a specialized area preferred) - A+ or Network+ preferred
• Experience with Active Directory, Entra /Azure AD, IT Glue, Nilear, Connectwise PSA (Connectwise Manage), and N-able/N-central RMM
• Strong organizational, communication, and problem-solving skills
• Professional demeanor and ability to work independently or in a team
• Experience with Net Documents is a plus

Physical Requirements:

• Prolonged periods of computer use
• Ability to work in office or remotely with a dedicated, distraction-free workspace
• Capability to lift up to 50 pounds and travel with equipment
• Reliable transportation for on-site support and after-hours work

Compensation:

The compensation is expected to start at $50,000. Our offer will be determined by multiple factors including candidate experience and expertise and may vary from the amount listed above.

Who We Are:

At New Charter, we're building a caliber of business the IT industry hasn't yet seen. We are serving small-to-medium sized businesses in 10+ industries across North America, and we deliver best-in-class technology solutions to propel our clients into the digital world.

At New Charter Technologies, we're investing in our people – through growth and learning initiatives, employee benefits, company innovation, and more. We are constantly seeking a diverse candidate backgrounds and perspectives to amplify inclusive hiring practices for each…