Service Desk Engineer

New Charter Technologies • Bloomington, MN

1d • Remote

About The Position

We are seeking an Tier 1 Service Desk Engineer (Inside Service Engineer), 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 IT Glue, 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.

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 IT Glue
• A general understanding of firewalls, switches, and desktop computers
• Strong communication skills
• Attention to detail
• Ability to manage multiple tasks efficiently
• Comfortable with basic networking concepts

Nice To Haves

• Two-year technical degree
• 1-5 years of service center support experience
• Experience with a Managed Service Provider (MSP)
• Certifications (general and at least one in a specialized area preferred) - A+ or Network+ preferred
• Experience with Active Directory, Entra ID/Azure AD, IT Glue, Nilear, Connectwise PSA (Connectwise Manage), and N-able/N-central RMM
• Strong organizational skills
• Professional demeanor and ability to work independently or in a team
• Experience with NetDocuments is a plus

Responsibilities

• Work from Element’s 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

Benefits

• Career paths for many different role types
• Growth and learning initiatives
• Employee benefits
• Company innovation

What This Job Offers

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