Remote Tier-1 IT Service Desk Engineer

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

Job summary

New Charter is seeking a Tier 1 Service Desk Engineer to provide prompt, client-focused support remotely across the United States. You will resolve printer issues, handle password resets, MFA, antivirus alerts, and assist with client-specific applications, while using ConnectWise PSA and IT Glue for tickets and documentation.

You will work remotely with a team, maintaining professional communication, managing multiple tasks, and ensuring client environments stay running smoothly.

Qualifications

• Hands-on experience supporting end users in a service desk or help desk environment.
• Strong troubleshooting across common issues: printers, password resets, MFA, antivirus alerts.
• Familiarity with ticketing systems and documentation tools such as ConnectWise PSA and IT Glue.

Responsibilities

• Support client environments from a centralized Service Center or remotely.
• Support desktops, virtual environments, and co-located systems with service teams.
• Maintain detailed documentation using ITGlue and ConnectWise PSA.
• Provide daily customer interaction with a professional and positive attitude.
• Attend team meetings and continuously improve technical skills.
• Manage ticket resolution, follow-ups, and proactive reviews of client systems.

Skills

Troubleshooting

Customer service

Communication skills

Remote work

Education

Two-year technical degree

Tools

ConnectWise PSA

IT Glue

ConnectWise Manage

N-able/N-central

Azure AD

Job description

New Charter is seeking a Tier 1 Service Desk Engineer to provide prompt, client-focused support remotely across the United States. You will resolve printer issues, handle password resets, MFA, antivirus alerts, and assist with client-specific applications, while using ConnectWise PSA and IT Glue for tickets and documentation.

You will work remotely with a team, maintaining professional communication, managing multiple tasks, and ensuring client environments stay running smoothly.