New Charter Technologies

Compensation

Full Description

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 General job duties include: 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 Preferred Knowledge and Skills: 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 What You'll Love About Us 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. Compensation: The compensation is expected to start at $65,000. Our offer will be determined by multiple factors including candidate experience and expertise and may vary from the amount listed above. Benefits: Competitive salary Opportunities for continued education and certifications Collaborative and team-focused environment Participation in marketing and training events Who We are: At New Charter, we’re building a caliber of business the IT industry hasn’t yet seen. We are serving small-to-medium sized businesses in 10+ industries across North America, and we deliver best-in-class technology solutions to propel our clients into the digital world. At New Charter Technologies, we’re investing in our people – through growth and learning initiatives, employee benefits, company innovation, and more. We are constantly seeking a diverse candidate backgrounds and perspectives to amplify inclusive hiring practices for each job opening. Our partner companies have career paths for many different role types, whether you want to be deeply technical or whiteboarding with clients, and we are committed to developing fulfilling career paths for all contributors at New Charter Technologies. (Please note: Every application submitted through Workday is reviewed by a real person, not an AI. We value your time and take each submission seriously.) Our teams are dedicated to pioneering breakthrough technologies, disruptive solutions, and transformative strategies. We’re the architects of change, fostering an environment where bold ideas take flight, and creativity knows no bounds. At New Charter Technologies, we’ve embraced the idea that every individual brings something special to the table. Our foundation is based on the belief that each team member plays a crucial role in our collective success. Ready to be part of a dynamic and supportive community where your unique skills and personality shine? We’re on a mission to make a difference, and we want you to be part of the story. Let’s transform the world together and build a career that’s as unique as you are! We are looking for driven and passionate people who are excited to work in an incredibly rewarding environment. So, if you are ready to learn, be inspired, solve problems, and grow professionally, apply today! Learn more here: Why New Charter. New Charter Technologies is committed to creating an inclusive environment and is proud to be an equal opportunity employer. New Charter recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. At New Charter Technologies, we’re investing in our people – through growth and learning initiatives, employee benefits, company innovation, and more. We are constantly seeking a diverse candidate backgrounds and perspectives to amplify inclusive hiring practices for each job opening. Our partner companies have career paths for many different role types, whether you want to be deeply technical or whiteboarding with clients, and we are committed to developing fulfilling career paths for all contributors at New Charter Technologies. Our teams are dedicated to pioneering breakthrough technologies, disruptive solutions, and transformative strategies. We’re the architects of change, fostering an environment where bold ideas take flight, and creativity knows no bounds. At New Charter Technologies, we’ve embraced the idea that every individual brings something special to the table. Our foundation is based on the belief that each team member plays a crucial role in our collective success. Ready to be part of a dynamic and supportive community where your unique skills and personality shine? We’re on a mission to make a difference, and we want you to be part of the story. Let’s transform the world together and build a career that’s as unique as you are! Join us on our journey as we shape industries, redefine possibilities, and unlock the true potential of collective innovation. Be a part of New Charter Technologies, where collaboration, innovation, and excellence converge to create a future that’s nothing short of extraordinary. We are looking for driven and passionate people who are excited to work in an incredibly rewarding environment. So, if you are ready to learn, be inspired, solve problems, and grow professionally, apply today! Learn more here: Why New Charter?