Inside Service Engineer

Element Technologies; Guin (AL); Remoto; USD 42.000 - 66.000; Tempo pieno

Descrizione del lavoro

Element Technologies in Guin, Alabama, is seeking a Tier 1 Service Desk Engineer (Inside Service Engineer) to rapidly resolve user issues and keep client environments running smoothly.

This remote role uses ConnectWise PSA for tickets and IT Glue for documentation, with regular customer interaction, collaboration with the team, and on‑site travel as needed.

Candidates should have a two-year technical degree and 1–5 years of service desk experience; MSP experience and A+ or Network+ are a plus.

Competenze

• Two-year technical degree and 1-5 years of service desk experience.
• Experience supporting end users in a service desk or help desk.
• Familiarity with firewalls and switches and basic networking concepts.
• MSP experience preferred; certifications like A+ or Network+ are a plus.
• Ability to lift up to 50 pounds and travel for on-site support as needed.

Mansioni

• Manage tickets using ConnectWise PSA and keep accurate records in IT Glue.
• Provide remote and on-site end-user support for client environments.
• Assist with new user setups and client-specific applications.
• Participate in team meetings and stay aligned on incidents and resolutions.

Conoscenze

Customer support

Troubleshooting

Communication skills

Documentation

Formazione

Two-year technical degree

Strumenti

ConnectWise PSA

IT Glue

Descrizione del lavoro

Every application submitted through Workday is reviewed by a real person - not an AI. 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 success is not only due to the quality of our work; 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 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. A general understanding of firewalls, switches, and desktop computers will help you succeed. This role is remote, and we love that our team is spread across the country. You can expect at least one in‑person interview local to you.

• Working Hours: Monday-Friday 8:00a-5:00p PST or MDT
• 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
• Provide daily customer interaction with a professional and positive attitude
• 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
• 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

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.