Help Desk Support Technician

3 weeks ago

Nashville, United States New Charter Technologies Full time

OpportunityNew 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.ResponsibilitiesAnswer incoming calls with enthusiasm and offer excellent phone presence and listening skillsFollow the documented process for managing tickets, including answering calls, limiting time spent on tickets and escalating appropriately and within SLAApply technical skill to a wide variety of issues supporting servers, workstations, networking, wireless access points, LOB software, standard office applications and ISPsAdd detailed notes to every ticket for all time worked and resolutions identifiedEarn satisfaction from solving client issues quickly and efficientlyIdentify ticket trends and suggest process and documentation improvementsRequirements2+ years of demonstrated technical support experience, including understanding of:Windows 10Windows Server 2016+ and Active DirectoryMicrosoft Office 365Networking and VPN, including VLANs, packet inspection and routing protocolsWireless servicesCloud services, such as Azure and AWSExperience with a professional ticketing systemExcellent communication, interpersonal and analytical skillsExperience with Microsoft Office, including PowerPoint and TeamsAbility to work under pressure, while maintaining a positive attitude and a sense of humorDegree from an accredited university, or equivalent experienceDesired Skills:2+ years of demonstrated account management experience with a technology company2+ years of Managed Service Provider (MSP) experienceKnowledge of IT infrastructure, managed services, and cybersecurityWho 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 todayYou will enjoy:Sustainable work-life balance and flexibility cultureHighly collaborative culture working in a start-up environment in stealth growth modeGenerous Benefits including paid time off program, along with Health, Dental, Vision, Life, Disability Insurance, HSA & 401(k) employer contributionsCompensation: Starting at $40,000New 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

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