Helpdesk Engineer II

New Charter Technologies • Houston, TX

1d

About The Position

In this Helpdesk Engineer II role, you will use your technical and customer service skills to take care of our clients, while also learning and advancing quickly, playing a key role in our company’s growth. You will answer incoming phone calls for our help desk and will resolve client requests. This role offers a strong foundation for technical growth and hands-on experience that can propel your career forward. You will have the opportunity to participate in our structured career development program, with a clear path toward advancement to a Level III Systems Engineer role within the organization.

Requirements

• 1-2+ years of experience in a help desk, technical support, or IT service desk role (MSP or multi-client environment preferred).
• Strong foundational knowledge of Windows 10/11 operating systems, Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), and common desktop applications.
• Basic understanding of networking concepts, including IP addressing, DNS, DHCP, and VPN connectivity.
• Familiarity with remote support tools such as ConnectWise Control, LogMeIn, Datto or similar platforms.
• Experience with ticketing systems (e.g., ConnectWise Manage, Zendesk, Freshdesk, or ServiceNow) and ability to document issues clearly and thoroughly.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
• Strong customer service orientation with a calm, patient, and professional demeanor under pressure.
• Ability to prioritize and manage multiple tasks in a fast-paced environment while maintaining attention to detail.
• Willingness to learn and grow, with a proactive attitude toward acquiring new technical skills and certifications.

Nice To Haves

• CompTIA A+, Network+, or ITIL Foundation certification (or willingness to obtain within 6 months of hire).
• Experience with Active Directory (user account creation, password resets, group membership).
• Exposure to cloud platforms such as Microsoft Azure or Google Workspace.
• Basic scripting or automation knowledge (e.g., PowerShell, batch files) is a plus.
• Familiarity with cybersecurity best practices, including phishing awareness and endpoint protection tools.

Responsibilities

• Answer incoming phone calls for our help desk and resolve client requests.
• Install, troubleshoot, and maintain peripherals (scanners, fax machines, printers, etc.).
• Troubleshoot standard hardware issues and run diagnostics.
• Follow standard IT Security practices.
• Understand how a small change can impact the bigger picture of a technology network.

Benefits

• Structured career development program
• Clear path toward advancement to a Level III Systems Engineer role

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed