Remote Tier 1 Service Desk Engineer

New Charter Technologies, LLC; Helena (MT); 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 technical support in a remote, client-focused environment. You will handle printer issues, password resets, MFA, antivirus alerts, and onboarding of new users while using ConnectWise PSA and IT Glue for ticketing and documentation.

You’ll work remotely with a nationwide team, participate in regular meetings, and interact with customers daily in a professional manner.

Qualifications

• Two-year technical degree and 1-5 years of service center support experience.
• MSP experience preferred but not required.
• A+ or Network+ certifications 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 our 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 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

Customer service

Communication skills

Team collaboration

Education

Two-year technical degree

Tools

ConnectWise PSA (ConnectWise Manage)

IT Glue

N-able/N-central RMM

Active Directory

Azure AD / Entra ID

Nilear

Job description

New Charter Technologies, LLC is seeking a Tier 1 Service Desk Engineer (Inside Service Engineer) to deliver prompt technical support in a remote, client-focused environment. You will handle printer issues, password resets, MFA, antivirus alerts, and onboarding of new users while using ConnectWise PSA and IT Glue for ticketing and documentation.

You’ll work remotely with a nationwide team, participate in regular meetings, and interact with customers daily in a professional manner.