Remote IT Help Desk Engineer – Tier 1 Support

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

Job summary

New Charter Technologies, LLC is seeking a Tier 1 Service Desk Engineer to work remotely, supporting client environments across North America. The role involves handling desktops, printers, password resets, MFA, antivirus alerts, and user setups, with ticketing in ConnectWise PSA and IT Glue documentation.

Ideal candidates have 1–5 years in a service desk or help desk setting, strong troubleshooting skills, and familiarity with AD/Entra ID/Azure AD.

Qualifications

• Two-year technical degree and 1–5 years of service center support experience.
• Certifications (general and at least one in a specialized area preferred) - A+ or Network+ preferred.
• Experience with Active Directory, Entra ID/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 NetDocuments is a plus.

Responsibilities

• Work from 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.

Skills

MSP experience

Active Directory

Entra ID/Azure AD

IT Glue

ConnectWise PSA

N-able/N-central RMM

Nilear

A+ or Network+

Education

Two-year technical degree

Tools

ConnectWise PSA (ConnectWise Manage)

IT Glue

N-able/N-central RMM

Job description

New Charter Technologies, LLC is seeking a Tier 1 Service Desk Engineer to work remotely, supporting client environments across North America. The role involves handling desktops, printers, password resets, MFA, antivirus alerts, and user setups, with ticketing in ConnectWise PSA and IT Glue documentation.

Ideal candidates have 1–5 years in a service desk or help desk setting, strong troubleshooting skills, and familiarity with AD/Entra ID/Azure AD.