Senior Help Desk Engineer

New Charter Technologies

24d•$65,000•Remote

About The Position

We believe talent deserves a human touch. Your application will be read by an actual person who’s excited to discover the real you. At Element, we are seeking a Senior Help Desk Engineer (in other companies this person could hold the title of Senior Service Desk Analyst, Senior Technical Support Specialist, Senior IT Support Engineer, Service Desk Support Tier 2 or Tier 3), who thrives in a fast-paced, client-focused environment, delivering prompt and effective technical support. In this role, you’ll help users by quickly solving tech issues and keeping things running smoothly. You’ll handle a wide range of tasks, from resolving printer issues and password resets to troubleshooting MFA, verifying suspicious emails, and responding to antivirus alerts. You'll also provide support for client-specific applications and assist with new user setups. Working remotely, you’ll manage tickets using ConnectWise PSA, maintain accurate documentation in Hudu, and collaborate with your team to keep systems performing their best. You should be comfortable with basic networking concepts and be ready to jump in where needed. You’ll regularly interact with customers, stay ahead of potential issues, and participate in team meetings to stay aligned and informed. To be successful in this role, you should have hands-on experience supporting end users in a service desk or help desk environment. You’ll need strong troubleshooting skills across common technical issues like printers, password resets, MFA, and antivirus alerts. Familiarity with ticketing systems, time entry, and documentation tools, such as ConnectWise PSA and Hudu or IT Glue, is important. A general understanding of firewalls, switches, and desktop computers will help you succeed. Strong communication skills, attention to detail, and the ability to manage multiple tasks efficiently are essential for delivering a great client experience. Travel - Some travel will be required as part of this position throughout Southern Florida

Requirements

hands-on experience supporting end users in a service desk or help desk environment
strong troubleshooting skills across common technical issues like printers, password resets, MFA, and antivirus alerts
Familiarity with ticketing systems, time entry, and documentation tools, such as ConnectWise PSA and Hudu or IT Glue, is important
general understanding of firewalls, switches, and desktop computers
strong communication skills
attention to detail
ability to manage multiple tasks efficiently
Two-year technical degree
2+ years of service center support experience
Complete all “General” certifications
Complete 2 Certs within the approved major
Proven technical ability
Microsoft Certification
Strong deductive reasoning and rapid problem-solving skills
Excellent interpersonal and communication skills
Ability to remain calm under pressure
Strong desire and willingness to stay current with certifications
Ability to work unsupervised in a fast-paced, team-oriented, and professional environment
Proven ability to communicate effectively to understand problems and explain its solution
Solid analytical, research, writing and interpersonal skills and able to work effectively with clients at all levels
Experience in troubleshooting, root cause analysis, problem resolution on document management system environments
Detail oriented self-starter and able to work independently and as a member of a collaborative team
Ability to read, comprehend and follow instructions
Forward looking, innovative mindset, with a desire to continuously improve solutions and adopt emerging technologies

Nice To Haves

Certifications and/or experience with Microsoft products (MCITP, MCSE, MCP, MCTS, CCNA, etc.), WatchGuard and Azure

Responsibilities

Address any new open tickets for the CST
Review existing outstanding tickets and schedule time to resolve
Review any tickets what are waiting on Client or Vendor for resolution
Follow up on any escalated tickets to assist with resolution
Complete proactive review of clients for updates, backups, and other possible issues
Work with CST on identifying areas to improve client network uptime and efficiency
Close all tickets that have been resolved and verified
Enter time and verify all time is entered for the day
Assist other CST’s as needed if they are behind
Meet with clients to review TBRs and move initiatives forward to meet annual need
Live in FL and have ability to travel to client sites between Miami and Vero Beach

Benefits

Make an Impact. We care about your individuality by giving you freedom to grow and create within the company, regardless of your position.
Rest and Relaxation. 15 days paid time off, 8 paid holidays
Health Benefits. Medical with HSA and FSA options, dental, and vision.
Prepare for the Future. 401(k) with a generous company contribution, access to a personal financial planner, and both legal and life insurance.
Give back. Get paid to give your time to the community: ask us about this!
Educational Benefits. Whether you are studying for a certification, or currently enrolled in higher education, we can help cover some of those expenses.
Flexible Work Models. In-office, work-from-home, or hybrid, depending on position and location.
Competitive salary
Opportunities for continued education and certifications
Collaborative and team-focused environment
Participation in marketing and training events