Remote IT Service Desk Engineer

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

Job summary

New Charter Technologies, LLC is seeking a Tier 1 Service Desk Engineer (Inside Service Engineer) to provide first‑line IT support for end users, resolving printer issues, MFA problems, password resets, and antivirus alerts. This remote role supports client environments across the country, using ConnectWise PSA and IT Glue to log and track tickets.

Applicants should have a two‑year technical degree and 1–5 years in a service desk setting, familiarity with AD/Entra ID, and experience with MSP

Qualifications

• Hands-on experience supporting end users in service desk or help desk.
• Experience with printer issues, password resets, MFA, and antivirus alerts.
• Familiarity with ConnectWise PSA and IT Glue.
• Understanding of firewalls, switches, and desktop computers.
• Strong communication and multitasking skills.

Responsibilities

• Work from Service Center or remotely to support client environments.
• Support desktops, virtual environments, and co-located systems.
• Rapidly adapt to new technologies and maintain updated knowledge.
• Maintain detailed documentation using IT Glue and ConnectWise PSA.
• Provide daily customer interaction with a professional attitude.
• Attend team meetings and improve technical skills continuously.
• Manage ticket resolution, follow-ups, and proactive reviews of client systems.

Skills

Printer issues

Password resets

MFA troubleshooting

Antivirus alerts

Active Directory

Azure AD

IT Glue

ConnectWise PSA

N-able

N-central

NetDocuments

Strong communication

Multitasking

Education

Two-year technical degree

1-5 years service desk experience

Tools

ConnectWise PSA / ConnectWise Manage

IT Glue

N-able / N-central

Azure AD

NetDocuments

Job description

New Charter Technologies, LLC is seeking a Tier 1 Service Desk Engineer (Inside Service Engineer) to provide first‑line IT support for end users, resolving printer issues, MFA problems, password resets, and antivirus alerts. This remote role supports client environments across the country, using ConnectWise PSA and IT Glue to log and track tickets.

Applicants should have a two‑year technical degree and 1–5 years in a service desk setting, familiarity with AD/Entra ID, and experience with MSP