Remote Tier 1 IT Service Desk Engineer

New Charter Technologies, LLC; Springfield (IL); 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 deliver prompt IT support in a fast-paced, client-focused environment. This remote role handles printer issues, password resets, MFA troubleshooting, antivirus alerts, and client-specific applications, with tickets tracked in ConnectWise PSA and documented in IT Glue.

You will collaborate with a nationwide team, participate in meetings, and manage daily customer interactions.

Qualifications

• Two-year technical degree and 1-5 years of service center support experience.
• Preferred MSP experience, but not required.
• Certifications (A+ or Network+) preferred.
• Experience with Active Directory, Entra ID/Azure AD, IT Glue, Nilear, 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 Service Center or remotely to support client environments.
• Support desktops, virtual environments, and co-located systems with service teams.
• Rapidly adapt to new technologies and maintain knowledge of computer systems.
• Maintain detailed documentation using ITGlue and ConnectWise PSA.
• 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

Active Directory

Entra ID/Azure AD

IT Glue

ConnectWise PSA

ConnectWise Manage

N-able/N-central

NetDocuments

Troubleshooting

Communication skills

Problem solving

Education

Two-year technical degree

Tools

ConnectWise PSA

ConnectWise Manage

IT Glue

N-able/N-central RMM

Nilear

NetDocuments

Job description

New Charter Technologies, LLC is seeking a Tier 1 Service Desk Engineer (Inside Service Engineer) to deliver prompt IT support in a fast-paced, client-focused environment. This remote role handles printer issues, password resets, MFA troubleshooting, antivirus alerts, and client-specific applications, with tickets tracked in ConnectWise PSA and documented in IT Glue.

You will collaborate with a nationwide team, participate in meetings, and manage daily customer interactions.