Remote IT Service Desk Engineer - Tier 1

New Charter Technologies, LLC; United States; Remote; USD 45,000 - 55,000; Full time

Job summary

New Charter Technologies, LLC is seeking a Tier 1 Service Desk Engineer to provide remote IT support across client environments. You’ll handle desktops, printers, password resets, MFA, antivirus alerts, and user setups, using ConnectWise PSA and IT Glue.

You’ll work from a centralized service center or remotely, document everything clearly, collaborate with teams, and participate in meetings to stay aligned.

Qualifications

• Two-year technical degree and 1-5 years of service center support experience.
• Preferred MSP experience, but is not required.
• 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, 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 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.
• 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

End-user support

Troubleshooting

Documentation

Communication

Team collaboration

Education

Two-year technical degree

Tools

IT Glue

ConnectWise PSA

N-able/N-central

Active Directory

Azure AD

Job description

New Charter Technologies, LLC is seeking a Tier 1 Service Desk Engineer to provide remote IT support across client environments. You’ll handle desktops, printers, password resets, MFA, antivirus alerts, and user setups, using ConnectWise PSA and IT Glue.

You’ll work from a centralized service center or remotely, document everything clearly, collaborate with teams, and participate in meetings to stay aligned.