Help Desk Support Tier 1

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 CTSI, we are seeking a IT Help Desk Technician L1 (in other companies this person could hold the title of IT Support Technician, Helpdesk Analyst, Technical Support Specialist, Desktop Support), who is passionate about technology and customer service, and eager to grow in a collaborative and fast-paced environment.

In this role, you will serve as the first point of contact for clients seeking technical assistance via phone, email, or ticketing system. You will be responsible for diagnosing and resolving basic technical issues related to Windows OS, printers, Office 365, network connectivity, and desktop applications. If issues cannot be resolved remotely, you will escalate to appropriate teams, track issue resolution progress, and maintain clear communication with the client throughout the support lifecycle. You will also document solutions in the knowledge base and contribute to continuous service improvement initiatives.

To be successful in this role, you should be highly organized, proactive, and possess strong problem-solving abilities. You should be comfortable troubleshooting software and hardware issues in a Windows environment, familiar with remote desktop tools, and capable of navigating Active Directory for basic user management tasks. Attention to detail, a calm demeanor under pressure, and a passion for customer service are essential. Strong time management and the ability to handle multiple support tickets simultaneously are key to thriving in this role.

Travel Requirements:

The first 90 days of employment will involve frequent travel to Lubbock, TX and Midland, TX, including extended stays of up to one or more weeks in Lubbock.

General job duties include:

• Provide first-level contact and convey resolutions to customer issues
• Properly escalate unresolved queries to the next level of support
• Track, route and redirect problems to correct resources
• Walk customers through problem solving process
• Follow up with clients to ensure issue has been resolved
• Utilize excellent customer service skills and exceed customers' expectations

Preferred Skills & Qualifications:

• Recent graduate or candidate pursuing IT certifications
• Demonstrated initiative in obtaining CompTIA A+, Network+, or similar credentials
• Strong interpersonal skills and customer service experience
• Excellent verbal and written communication abilities
• Basic understanding of networking and computer hardware/software

Physical Requirements:

• Must be able to lift up to 40 pounds
• Prolonged periods of sitting at a desk and working on a computer
• Must have reliable transportation to visit client sites as needed

Compensation:

The compensation is expected to start at $20.00/hour. Our offer will be determined by multiple factors including candidate experience and expertise and may vary from the amount listed above.

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.

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