Inside Service Engineer

Greystone Technology Group; BLOOMINGTON (MN); À distance; USD 45 000 - 55 000; Plein temps

Résumé du poste

Element Technologies is seeking a Tier 1 Service Desk Engineer to provide remote end-user support for client environments, using ConnectWise PSA and IT Glue to track issues and document resolutions. This role emphasizes strong communication, fast issue resolution, and teamwork across a national client base.

Ideal candidates have a two-year technical degree and 1–5 years in a service desk setting, with AD/Azure AD experience and relevant certifications preferred.

Qualifications

• Two-year technical degree and 1-5 years of service center support experience.
• Certifications (A+ or Network+ preferred).
• Experience with Active Directory, Entra ID/Azure AD, IT Glue, ConnectWise PSA, and N-able/N-central.

Responsabilités

• Provide remote end-user support across desktops, printers, password resets, MFA, antivirus alerts.
• Manage tickets and ensure timely resolutions using ConnectWise PSA.
• Document troubleshooting steps and maintain knowledge base in IT Glue.
• Collaborate with service teams and communicate with clients to maintain high service quality.

Connaissances

Communication

Troubleshooting

Customer service

Teamwork

Formation

Two-year technical degree

Outils

ConnectWise PSA

IT Glue

ConnectWise Manage

N-able/N-central

Description du poste

Please note: Every application submitted through Workday is reviewed by a real person — not an AI. We value your time and take each submission seriously.Who are we?Element Technologies is a premier IT outsourcing firm serving small and mid-size business for over 30 years. We love what we do and have a passion for customer service which reflects in our people and defines who we are. Our team has the depth and breadth to tackle a wide range of issues and the ability to provide thought leadership to our clients. We are all about keeping our clients running, responding quickly to problems, and providing solutions in a meaningful yet easy-to-understand way.Many of our clients that we started with are still with us. That’s because we’re serious about our long-term commitment to them and we share their goals. Our success is not only due to the quality of our work; it’s due to our attitudes, our innovative thinking, and the way we treat each other and our clients.We are seeking an Tier 1 Service Desk Engineer (Inside Service Engineer), in other companies this person could hold the title of Service Desk Analyst, Technical Support Specialist, IT Support Engineer, Help Desk, Service Desk Support) 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 ConnectWise 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 ConnectWise 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.Working Hours: Monday-Friday 8:00a-5:00p PST or MDTGeneral job duties include:Work from Element’s centralized Service Center or remotely to support client environmentsSupport desktops, virtual environments, and co-located systems in collaboration with service teamsRapidly adapt to new technologies and maintain updated knowledge of computer systemsMaintain detailed documentation using ITGlue and Connectwise PSA (Connectwise Manage)Provide daily customer interaction with a professional and positive attitudeAttend team meetings and improve technical skills continuouslyManage ticket resolution, follow-ups, and proactive reviews of client systemsPreferred Skills & Qualifications:Two-year technical degree and 1-5 years of service center support experiencePreferred experience with a Managed Service Provider (MSP), but is not requiredCertifications (general and at least one in a specialized area preferred) - A+ or Network+ preferredExperience with Active Directory, Entra ID/Azure AD, IT Glue, Nilear, Connectwise PSA (Connectwise Manage), and N-able/N-central RMMStrong organizational, communication, and problem-solving skills’Professional demeanor and ability to work independently or in a teamExperience with NetDocuments is a plusPhysical Requirements:Prolonged periods of computer useAbility to work in office or remotely with a dedicated, distraction-free workspaceCapability to lift up to 50 pounds and travel with equipmentReliable transportation for on-site support and after-hours workCompensation: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.Element, a New Charter Technologies company, is committed to creating an inclusive environment and is proud to be an equal opportunity employer. Element recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.