IT Support Specialist

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🔥 0 minutes ago

⛰️ Colorado, North Carolina, +2 more states – Remote

⛰️ Colorado – Remote 🌲 North Carolina – Remote 🌴 South Carolina – Remote ☕ Washington – Remote

💵 $60k - $65k / year

⏰ Full Time

🟢 Junior

💻 IT Support

🚫👨‍🎓 No degree required

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New Charter Technologies

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2018

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

New Charter Technologies is a leading platform comprised of high-performing Managed Service Providers (MSPs) across North America, specializing in IT solutions for small and medium-sized businesses. They offer a comprehensive range of services including IT managed services, co-managed IT, consulting, outsourcing, and advanced cybersecurity. Their mission is to transform clients' IT needs from a necessary expense into a strategic advantage, leveraging modern technology and personalized service to enhance business productivity and innovation.

📋 Description

• Provide responsive front-line technical support and resolve day-to-day technology issues for Managed Services clients • Work within the Front Edge Support team to support the Managed Services teams • Process tickets by following documented protocols, answering calls, limiting time spent on tickets, and routing appropriately within SLA • Resolve 50% or more of support tickets worked and route misplaced Back Office tickets to appropriate resources • Manage tickets and documentation consistently with the Service Delivery Handbook • Answer incoming calls, return voicemails as appropriate, and provide excellent phone presence and listening • Research technical issues using internal documentation and other informational resources • Translate complex technical issues into common language for clients • Maintain a calm and confident demeanor during high ticket and call volumes • Manage centralized tools, including deployment, reporting, and remediation • Identify operational issues and collaborate on tactical and strategic solutions • Collaborate with other teams to ensure an effortless client experience

🎯 Requirements

• Ability to diagnose, troubleshoot, and resolve fundamental technical issues, including password resets, break/fix, software installation and configuration, and printer issues • Ability to troubleshoot and support Microsoft platforms, including M365, Active Directory, and current Windows versions • Fundamental understanding of networking principles, including TCP/IP, DNS, DHCP, and LAN/WAN • Ability to diagnose, troubleshoot, and resolve fundamental network issues, including internet connectivity, firewalls, DNS, and VPN issues • Proficient in installing, diagnosing, and maintaining peripheral devices, including scanners, printers, and monitors • 1–3 years’ experience in an IT help desk or desktop support environment • Understanding of standard IT security practices, including virus remediation, firewalls, and phishing issues • Understanding of backup and disaster recovery concepts • Fundamental knowledge of Apple, Mac OS, and iOS troubleshooting is a plus • Experience working with a Managed Service Provider or equivalent experience is a plus • Experience working in a ticketing management system is a plus • Empathetic approach to solving client problems • Positive, courteous demeanor • Passion for solving problems • Receptive to candid feedback • Curiosity about technology and motivation to learn independently • Professional confidence • Aptitude towards service • Ability to learn from experience • Ability to multitask or switch tasks based on context, urgency, and priority

🏖️ Benefits

• Competitive wages; salary range expected to start between $60,000–$65,000 • Health, Dental, Vision, Life, Disability Insurance • HSA & 401(k) employer contributions • Maternal and paternal leave • Very generous paid time off program • Sustainable work-life balance and flexibility • Yearly work anniversary rewards • Fun company events, including chili cook-offs, annual company photoshoot, monthly happy hours, cup in hand kickball league, and more • Growth and learning initiatives • Employee benefits and company innovation