Remote IT Support Engineer - Tier 1 Help Desk

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

Job summary

New Charter Technologies, LLC is seeking a Tier 1 Service Desk Engineer to deliver prompt, client-focused technical support in a fast-paced MSP environment. This remote role involves resolving printer issues, password resets, MFA, antivirus alerts, and supporting client applications.

You will use ConnectWise PSA and IT Glue, communicating professionally while collaborating with a distributed team. Basic networking knowledge and a willingness to meet final candidates in person are expected.

Qualifications

• Hands-on experience supporting end users in a service desk or help desk environment.
• Familiarity with ticketing systems and documentation tools such as ConnectWise PSA and IT Glue.
• General understanding of firewalls, switches, and desktop computers.
• Strong communication skills, attention to detail, and ability to manage multiple tasks.

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 IT Glue 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

Customer service

Troubleshooting

Communication

Multi-tasking

Team collaboration

Education

Two-year technical degree

Tools

ConnectWise PSA

IT Glue

N-able/N-central RMM

Active Directory

Entra ID/Azure AD

Nilear

ConnectWise Manage

NetDocuments

Job description

New Charter Technologies, LLC is seeking a Tier 1 Service Desk Engineer to deliver prompt, client-focused technical support in a fast-paced MSP environment. This remote role involves resolving printer issues, password resets, MFA, antivirus alerts, and supporting client applications.

You will use ConnectWise PSA and IT Glue, communicating professionally while collaborating with a distributed team. Basic networking knowledge and a willingness to meet final candidates in person are expected.