Remote Service Desk Engineer - Tier 1 Support

New Charter Technologies, LLC; Oklahoma City (OK); 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 remote setting across the United States. You’ll handle issues from printers and password resets to MFA and antivirus alerts, while managing tickets with ConnectWise PSA and documenting in IT Glue.

The role values hands-on end-user support, strong communication, and the ability to work independently or with a team within a dynamic MSP environment.

Qualifications

• Hands-on experience in a service desk or help desk environment.
• Strong troubleshooting skills for printers, password resets, MFA, and antivirus alerts.
• Familiarity with ticketing systems and time entry.
• General understanding of firewalls, switches, and desktop computers.

Responsibilities

• Support desktops, virtual environments, and co-located systems in collaboration with service teams.
• 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

Customer service

Troubleshooting

Technical support

Communication

Multi-tasking

Education

Two-year technical degree

Tools

ConnectWise PSA

ConnectWise Manage

IT Glue

Active Directory

Entra ID/Azure AD

N-able/N-central

NetDocuments

Job description

New Charter Technologies, LLC is seeking a Tier 1 Service Desk Engineer to deliver prompt, client-focused technical support in a remote setting across the United States. You’ll handle issues from printers and password resets to MFA and antivirus alerts, while managing tickets with ConnectWise PSA and documenting in IT Glue.

The role values hands-on end-user support, strong communication, and the ability to work independently or with a team within a dynamic MSP environment.