Remote Tier 1 Service Desk Engineer

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

Benefits offered by this job

Remote work

Job summary

New Charter Technologies, LLC is seeking a Tier 1 Service Desk Engineer (Inside Service Engineer) who thrives in a fast-paced, client-focused environment and can work remotely.

You’ll resolve printers, password resets, MFA, and antivirus alerts, support client applications, and log tickets using ConnectWise PSA and document in IT Glue. A two-year technical degree with 1–5 years of service desk experience is preferred.

Qualifications

• Hands-on experience supporting end users in a service desk or help desk.
• Strong troubleshooting across printers, password resets, MFA, antivirus alerts.
• Familiarity with ticketing systems and documentation tools such as ConnectWise PSA and IT Glue.
• General understanding of firewalls, switches, and desktop computers.
• Strong communication, attention to detail, and ability to manage multiple tasks.

Responsibilities

• Work from the centralized 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 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

Communication

Teamwork/independence

Education

Two-year technical degree

Tools

ConnectWise PSA (ConnectWise Manage)

IT Glue

N-able/N-central RMM

Active Directory / Entra ID/Azure AD

Nilear

Job description

New Charter Technologies, LLC is seeking a Tier 1 Service Desk Engineer (Inside Service Engineer) who thrives in a fast-paced, client-focused environment and can work remotely.

You’ll resolve printers, password resets, MFA, and antivirus alerts, support client applications, and log tickets using ConnectWise PSA and document in IT Glue. A two-year technical degree with 1–5 years of service desk experience is preferred.