Help Desk Engineer

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Who are we?

Element Technologies is a premier IT outsourcing firm serving small and mid-size business for over 30 years. We love what we do and have a passion for customer service which reflects in our people and defines who we are. Our team has the depth and breadth to tackle a wide range of issues and the ability to provide thought leadership to our clients. We are all about keeping our clients running, responding quickly to problems, and providing solutions in a meaningful yet easy-to-understand way.

Many of our clients that we started with are still with us. That's because we're serious about our long-term commitment to them and we share their goals. Our success is not only due to the quality of our work; it's due to our attitudes, our innovative thinking, and the way we treat each other and our clients.

At Element, we are seeking an Help Desk Engineer (in other companies this person could hold the title of Service Desk Analyst, Technical Support Specialist, IT Support Engineer, Service Desk Support), 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.

General job duties include:

• Work from home, remotely supporting Elements' client end users with daily troubleshooting and account
• Support desktops, virtual environments, and co-located systems in collaboration with service teams
• Rapidly adapt to new technologies and maintain updated knowledge of computer systems
• Maintain detailed documentation using Hudu and Connectwise PSA (Connectwise Manage)
• Provide daily customer interaction with a professional and positive attitude
• Attend team meetings and improve technical skills continuously
• Manage ticket resolution, follow-ups, and proactive reviews of client systems

Preferred Skills & Qualifications:

• Two-year technical degree and 1-5 years of service center support experience
• Preferred experience with a Managed Service Provider (MSP), but is not required (There are many MSPs out there. If you have worked for an MSP, it would be helpful if you listed MSP in your resume to highlight this)
• Certifications (general and at least one in a specialized area preferred) - A+ or Network+ preferred
• Experience with Active Directory, Entra ID/Azure AD, Hudu or IT Glue, Nilear, Connectwise PSA (Connectwise Manage), and N-able/N-central RMM, or related systems
• Strong organizational, communication, and problem-solving skills'
• Professional demeanor and ability to work independently or in a team

Physical Requirements:

• Prolonged periods of computer use
• Ability to work in office or remotely with a dedicated, distraction-free workspace
• Capability to lift up to 50 pounds and travel with equipment
• Reliable transportation for on-site support and after-hours work

Compensation:

The compensation is expected to start at $50,000. 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

Element, a New Charter Technologies company, is committed to creating an inclusive environment and is proud to be an equal opportunity employer. Element recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.