Remote IT Service Desk Engineer – Tier 1 Support

New Charter Technologies, LLC; Kentucky; 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, client-focused IT support. You'll resolve issues from printers to MFA, manage tickets in ConnectWise PSA, and keep accurate IT Glue documentation while collaborating with a nationwide team.

Ideal candidates have a 2-year technical degree and 1–5 years in a service center role, strong communication, and familiarity with AD/Azure AD, IT Glue, ConnectWise, and RMM tools.

Qualifications

• Hands-on experience supporting end users in a service desk or help desk environment.
• Familiarity with ticketing systems and documentation tools (ConnectWise PSA and IT Glue).
• Strong troubleshooting skills across common technical issues (printers, password resets, MFA, antivirus alerts).
• Good communication, organization, and ability to work independently or in a team.

Responsibilities

• Support client environments from the central Service Center or remotely.
• Manage desktops, virtual environments, and co-located systems with service teams.
• Maintain detailed documentation using ITGlue and ConnectWise PSA.
• Interact daily with customers with a professional and positive attitude.
• Attend team meetings and continuously improve technical skills.

Skills

Service desk experience

Communication skills

Troubleshooting

Time management

Education

Two-year technical degree

Tools

Active Directory

Entra ID/Azure AD

IT Glue

Nilear

ConnectWise PSA

ConnectWise Manage

N-able/N-central RMM

NetDocuments

Job description

New Charter Technologies, LLC is seeking a Tier 1 Service Desk Engineer to provide remote, client-focused IT support. You'll resolve issues from printers to MFA, manage tickets in ConnectWise PSA, and keep accurate IT Glue documentation while collaborating with a nationwide team.

Ideal candidates have a 2-year technical degree and 1–5 years in a service center role, strong communication, and familiarity with AD/Azure AD, IT Glue, ConnectWise, and RMM tools.