IT Support Specialist

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 Greystone, a New Charter Company, we are seeking a Technical Engineer 1 (in other companies this person could hold the title of IT Support Specialist, Help Desk Technician, Desktop Support Technician) to provide responsive front-line technical support and resolve day-to-day technology issues for our Managed Services clients.

This is a remote position open to candidates located within the United States.

Core Responsibilities

The Technical Engineer 1 is responsible for working within the Front Edge Support team to support the Managed Services teams. The objective of Front Edge Support is to resolve quick and basic technical user requests for our Managed Services clients. This includes, but isn’t limited to:

• Support various clients by following the documented protocol for processing tickets, including answering calls, limiting time spent on tickets, and routing appropriately and within SLA

• Resolve 50% or more support tickets worked and route misplaced Back Office tickets to the appropriate resources

• Manage tickets and documentation consistent with processes in the Service Delivery Handbook

• Answer incoming calls with enthusiasm and offer excellent phone presence and listening skills; return voicemails, as appropriate

• Research technical issues with internal documentation system and other informational areas to resolve issues within time constraints

• Translate complex technical issues into common language for clients

• Maintain a calm and confident demeanor, even during times of stress (high ticket/call volumes)

• Manage aspects of centralized tools including deployment, reporting and remediation

• Identify operational issues as appropriate and collaborate to create tactical and strategic solutions

• Collaborate with other teams to ensure an effortless experience for our clients

Required Skills, Experience, and Attributes

• Ability to diagnose, troubleshoot, and resolve fundamental technical issues

• e.g. password resets, break/fix, software installation and configuration, and printer issues

• Ability to troubleshoot and support Microsoft platforms

• e.g. M365, Active Directory, all current flavors of Windows

• Fundamental understanding of basic networking principles, what they mean, and how they interact

• e.g. TCPIP, DNS, DHCP, LAN/WAN

• Ability to diagnose, troubleshoot, and resolve fundamental network issues

• e.g. internet connectivity, firewalls, DNS, and VPN issues

• Proficient in installing, diagnosing, and upkeep of peripheral devices

• e.g. scanners, printers, and monitors issues

• 1 – 3 years’ experience in an IT help desk or desktop support environment

• An empathetic approach to solving client problems

• A positive, courteous demeanor

• A passion for solving problems

• Receptive to candid feedback

• Curiosity about technology and motivation to learn independently

Preferred Skills, Experience, and Attributes

• Understanding of standard IT Security practices

• e.g. virus remediation, firewalls, and phishing issues

• Understanding backup and disaster recovery concepts

• Fundamental knowledge of Apple, Mac OS, and iOS troubleshooting experience 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

• Professional confidence

• An aptitude towards service

• Ability to learn from experience

• Ability to multitask or switch tasks based on context, urgency and priority

Some of the things our team members enjoy, include:

• Competitive wages | The salary range is expected to start between $60,000-65,000. Our offer will be determined by multiple factors including candidate experience and expertise and may vary from the amount listed above.

• Generous benefits for you and your family including Health, Dental, Vision, Life, Disability Insurance, HSA & 401(k) employer contributions

• Maternal and paternal leave

• Very generous paid time off program that is unique to the IT industry

• 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!

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, 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. (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, 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 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.