Remote IT Help Desk Engineer - Tier 1

New Charter Technologies, LLC; Atlanta (GA); Remote; USD 45,000 - 55,000; Full time

Job summary

New Charter Technologies, LLC seeks a Tier 1 Service Desk Engineer (Inside Service Engineer) to support client environments remotely, handling desktops, printers, password resets, MFA, and antivirus alerts. You will use ConnectWise PSA and IT Glue to document work and collaborate with a nationwide team.

Strong communication and multitasking are essential. Two-year technical degree and 1–5 years of service desk experience are preferred, with certifications like A+ or Network+ welcome.

Qualifications

• Two-year technical degree or equivalent technical education.
• 1-5 years of service desk/support experience.
• MSP experience preferred but not required.
• Certifications such as A+ and/or Network+ preferred.
• Experience with Active Directory, Entra ID/Azure AD, IT Glue, ConnectWise PSA/Manage, and N-able/N-central RMM.
• Strong organizational, communication, and problem-solving skills.
• Professional demeanor; able to work independently or in a team.
• NetDocuments experience is a plus.

Responsibilities

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

Skills

Customer support

Troubleshooting

Remote support

Printer issues

MFA issues

Education

Two-year technical degree

Tools

ConnectWise PSA/ConnectWise Manage

IT Glue

N-able/N-central RMM

Nilear

Job description

New Charter Technologies, LLC seeks a Tier 1 Service Desk Engineer (Inside Service Engineer) to support client environments remotely, handling desktops, printers, password resets, MFA, and antivirus alerts. You will use ConnectWise PSA and IT Glue to document work and collaborate with a nationwide team.

Strong communication and multitasking are essential. Two-year technical degree and 1–5 years of service desk experience are preferred, with certifications like A+ or Network+ welcome.