Help Desk Support Technician

Opportunity

New Charter Technologies is looking for a full-time Help Desk Support Technicians to join our high-performance team. Your primary objective will be to reply to incoming client support issues quickly and with great attention to detail. You will answer calls, troubleshoot issues according to documented best practices, solve problems, and escalate tickets to other resources. You will closely collaborate with your teammates and respond to issues by priority and within SLA.

This position will reside in either Ann Arbor, MI, or Nashville, TN.

Responsibilities

• Answer incoming calls with enthusiasm and offer excellent phone presence and listening skills
• Follow the documented process for managing tickets, including answering calls, limiting time spent on tickets and escalating appropriately and within SLA
• Apply technical skill to a wide variety of issues supporting servers, workstations, networking, wireless access points, LOB software, standard office applications and ISPs
• Add detailed notes to every ticket for all time worked and resolutions identified
• Earn satisfaction from solving client issues quickly and efficiently
• Identify ticket trends and suggest process and documentation improvements

Requirements

• 2+ years of demonstrated technical support experience, including understanding of:
  • Windows 10
  • Windows Server 2016+ and Active Directory
  • Microsoft Office 365
  • Networking and VPN, including VLANs, packet inspection and routing protocols
  • Wireless services
  • Cloud services, such as Azure and AWS
• Experience with a professional ticketing system
• Excellent communication, interpersonal and analytical skills
• Experience with Microsoft Office, including PowerPoint and Teams
• Ability to work under pressure, while maintaining a positive attitude and a sense of humor
• Degree from an accredited university, or equivalent experience

Desired Skills:

• 2+ years of demonstrated account management experience with a technology company
• 2+ years of Managed Service Provider (MSP) experience
• Knowledge of IT infrastructure, managed services, and cybersecurity

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 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.

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!

You will enjoy:

• Sustainable work-life balance and flexibility culture
• Highly collaborative culture working in a start-up environment in stealth growth mode
• Generous Benefits including paid time off program, along with Health, Dental, Vision, Life, Disability Insurance, HSA & 401(k) employer contributions
• Compensation: Starting at $40,000

New Charter Technologies is committed to creating an inclusive environment and is proud to be an equal opportunity employer. New Charter Technologies recruits, employs, trains, compensates, and promotes