IT Help Desk Specialist

New Charter Technologies • Midland, TX

2d • Onsite

About The Position

New Charter is seeking a dedicated, tech-savvy, self-driven IT Desktop Specialist for its Services Group. The role provides software and hardware support to clients, helps them achieve their technology goals, and includes maintaining positive client relations and upholding company values and ethics. The position is onsite at the Midland or Lubbock office and requires regular travel to local client sites. Initial training requires regular travel to the Lubbock headquarters during the first 90 days.

The work schedule includes a bi-weekly rotation of in-office phone and ticket support and onsite client projects. The role maintains a standard 40-hour work week, with flexibility for after-hours project completion. Candidates must pass a CJIS background check. The anticipated hourly rate starts at $20.00, with the possibility of a higher rate based on experience and skills. The position is also eligible for a 20% TAE pay incentive, paid quarterly after 90 days of employment.

Requirements

• Basic technical background with hands-on experience; experience with Active Directory, networking and security hardware and systems, or ticketing systems is preferred.
• Strong customer service and end-user support skills, with a focus on resolving issues efficiently and effectively.
• Ability to monitor and resolve tickets involving failing patches, hardware issues, and complete network outages, and escalate issues as needed.
• 2–4 years of IT triage/help desk experience and previous experience in a technical support role.
• Experience handling call queues, ideally in a support role.
• Strong verbal and written communication skills for interacting effectively with end users and team members.
• Ability and willingness to adapt to changing environments and work schedules, including alternating between phone support and field work.
• High school diploma required.
• Two-year technical/college degree in Applied Science or Computer Technology required.
• Must be able to pass a CJIS background check.
• Ability to handle physical and mental endurance challenges, including eye strain, weather extremes, and public contact.

Nice To Haves

• Experience working with a Managed Service Provider (MSP) is a huge plus.
• Four-year technology/computer-related degree preferred.
• Relevant IT certifications such as MS900, AZ900, and CompTIA A+ are a plus.

Responsibilities

• Respond to support calls and assist clients remotely, in the office, and onsite.
• Rotate between in-office phone and ticket support and onsite client projects.
• Track and ensure timely responses to onsite support calls.
• Accurately maintain records and expense accounts using systems such as ConnectWise.
• Collaborate with other departments as needed.
• Foster positive client relations and uphold professional dress and grooming standards.
• Identify, research, and implement solutions to client problems.
• Provide internal systems support and configure, deliver, install, and implement client systems.
• Provide onsite client support and hardware maintenance.
• Solve problems using original thinking and clear communication.
• Learn and implement new technologies or methods.
• Maintain a standard 40-hour work week, with flexibility for after-hours project completion.

Benefits

• Medical, dental, and vision health care plan
• Flexible spending account
• 401(k) matching
• Life insurance
• Responsible Time Off, including vacation and sick time, and 8 paid holidays
• Training and development
• Wellness resources
• Financial training reimbursement
• Cell phone reimbursement
• Paid certifications
• Performance-based incentive program
• 20% TAE pay incentive, paid quarterly after 90 days of employment

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree