IT Support Specialist

New Charter Technologies

Technical Engineer 1 providing remote front-line IT support for New Charter’s managed-services clients. Troubleshooting Microsoft platforms, networks, devices, and support tickets within SLA.

Posted 8/13/2026full-timeRemote • Colorado, North Carolina, South Carolina, Washington • 🇺🇸 United StatesJunior💰 $60,000 - $65,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong technical support capabilities, including troubleshooting and resolving issues with Microsoft platforms, networking principles, and peripheral devices. Exhibits excellent communication skills to translate complex technical issues for clients while maintaining a positive and empathetic approach.

Highest-signal resume keywords

Technical SupportTroubleshooting Microsoft PlatformsNetworking PrinciplesTicketing Management System ExperienceClient Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingMicrosoft 365Active DirectoryTCP/IPDNSDHCPLAN/WANVirus RemediationBackup and Disaster RecoveryApple Troubleshooting

Soft Skills

EmpathyPositive DemeanorProblem SolvingReceptiveness to FeedbackProfessional Confidence

Tools & Technologies

Ticketing Management SystemPeripheral DevicesDeployment ToolsReporting ToolsRemediation Tools

Industry Keywords

Managed ServicesIT Help DeskDesktop SupportIT Security Practices

Tech Stack

Tools & technologies

DNSFirewallsiOSTCP/IP

About the role

Key responsibilities & impact

Provide responsive front-line technical support and resolve day-to-day technology issues for Managed Services clients
Work within the Front Edge Support team to support the Managed Services teams
Process tickets by following documented protocols, answering calls, limiting time spent on tickets, and routing appropriately within SLA
Resolve 50% or more of support tickets worked and route misplaced Back Office tickets to appropriate resources
Manage tickets and documentation consistently with the Service Delivery Handbook
Answer incoming calls, return voicemails as appropriate, and provide excellent phone presence and listening
Research technical issues using internal documentation and other informational resources
Translate complex technical issues into common language for clients
Maintain a calm and confident demeanor during high ticket and call volumes
Manage centralized tools, including deployment, reporting, and remediation
Identify operational issues and collaborate on tactical and strategic solutions
Collaborate with other teams to ensure an effortless client experience

Requirements

What you’ll need

Ability to diagnose, troubleshoot, and resolve fundamental technical issues, including password resets, break/fix, software installation and configuration, and printer issues
Ability to troubleshoot and support Microsoft platforms, including M365, Active Directory, and current Windows versions
Fundamental understanding of networking principles, including TCP/IP, DNS, DHCP, and LAN/WAN
Ability to diagnose, troubleshoot, and resolve fundamental network issues, including internet connectivity, firewalls, DNS, and VPN issues
Proficient in installing, diagnosing, and maintaining peripheral devices, including scanners, printers, and monitors
1–3 years’ experience in an IT help desk or desktop support environment
Understanding of standard IT security practices, including virus remediation, firewalls, and phishing issues
Understanding of backup and disaster recovery concepts
Fundamental knowledge of Apple, Mac OS, and iOS troubleshooting is a plus
Experience working with a Managed Service Provider or equivalent experience is a plus
Experience working in a ticketing management system is a plus
Empathetic approach to solving client problems
Positive, courteous demeanor
Passion for solving problems
Receptive to candid feedback
Curiosity about technology and motivation to learn independently
Professional confidence
Aptitude towards service
Ability to learn from experience
Ability to multitask or switch tasks based on context, urgency, and priority

Benefits

Comp & perks

Competitive wages; salary range expected to start between $60,000–$65,000
Health, Dental, Vision, Life, Disability Insurance
HSA & 401(k) employer contributions
Maternal and paternal leave
Very generous paid time off program
Sustainable work-life balance and flexibility
Yearly work anniversary rewards
Fun company events, including chili cook-offs, annual company photoshoot, monthly happy hours, cup in hand kickball league, and more
Growth and learning initiatives
Employee benefits and company innovation