Inside Service Engineer

Element Technologies; Santa Fe (NM); Remote; USD 42,000 - 64,000; Full time

Job summary

Element Technologies is seeking a Tier 1 Service Desk Engineer to support clients remotely nationwide. You will resolve end-user issues, assist with new user setups, and manage tickets using ConnectWise PSA while maintaining IT Glue documentation.

Collaboration with team is crucial to keep systems performing optimally. The role requires a two-year technical degree with 1-5 years of service desk experience and familiarity with MSP environments is a plus.

Qualifications

• Two-year technical degree with 1-5 years in service desk support.
• Experience supporting end users in a help desk environment.
• Familiarity with MSP environments is a plus.

Responsibilities

• Resolve end-user technical issues in a fast-paced environment.
• Support client-specific applications and assist with new user setups.
• Manage tickets using ConnectWise PSA and maintain IT Glue documentation.
• Collaborate with team to keep systems performing at peak.
• Provide daily customer interaction with a professional attitude.

Skills

Customer service

Technical support

Basic networking

Remote work

Team collaboration

Education

Two-year technical degree

Tools

ConnectWise PSA

IT Glue

Job description

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.