New Charter Technologies · 1 month ago
Senior Help Desk Engineer
United States
Full-time
Remote
Mid, Senior Level
2+ years expElement Technologies is seeking a Senior Help Desk Engineer who thrives in a fast-paced, client-focused environment, delivering prompt and effective technical support. In this role, you will help users by quickly solving tech issues and managing tickets while collaborating with your team to maintain system performance.
ConsultingInformation TechnologyProfessional Services
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
Qualification
Required
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
General understanding of firewalls, switches, and desktop computers
Strong communication skills
Attention to detail
Ability to manage multiple tasks efficiently
Preferred
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
Certifications and/or experience with Microsoft products (MCITP, MCSE, MCP, MCTS, CCNA, etc.), WatchGuard and Azure 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
Benefits
15 days paid time off
8 paid holidays
Medical with HSA and FSA options
Dental
Vision
401(k) with a generous company contribution
Access to a personal financial planner
Legal and life insurance
Get paid to give your time to the community
Opportunities for continued education and certifications
Collaborative and team-focused environment
Participation in marketing and training events
Company
New Charter Technologies
New Charter Technologies operates as a Managed Service Provider (MSP).
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Bryan Bodhaine
CFO
Peter Melby
Chief Revenue Officer
Recent News
Company data provided by crunchbase