Remote Tier 1 Service Desk Engineer

New Charter Technologies, LLC; Colorado Springs (CO); 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 end-user support across a variety of technologies. The role focuses on rapid issue resolution, MFA, antivirus alerts, password resets, and printer problems within a fast-paced MSP environment.

You will operate using ConnectWise PSA and IT Glue for ticketing and documentation, collaborate with the team, and maintain clear communication with clients.

Qualifications

• Hands-on experience supporting end users in a service desk or help desk environment.
• Familiarity with ticketing systems, time entry, and documentation tools.
• Strong troubleshooting skills across common technical issues like printers, password resets, MFA, and antivirus alerts.

Responsibilities

• Work from centralized Service Center or remotely to support client environments.
• 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

Troubleshooting

Communication

Time management

Customer service

Education

Two-year technical degree

Tools

ConnectWise PSA

IT Glue

Nilear

N-able/N-central RMM

Entra ID/Azure AD

Active Directory

Job description

New Charter Technologies, LLC is seeking a Tier 1 Service Desk Engineer to provide remote end-user support across a variety of technologies. The role focuses on rapid issue resolution, MFA, antivirus alerts, password resets, and printer problems within a fast-paced MSP environment.

You will operate using ConnectWise PSA and IT Glue for ticketing and documentation, collaborate with the team, and maintain clear communication with clients.