New Charter Group · 12 hours ago
Tier 1 Support Engineer
Saginaw, MI
Full-time
Onsite
New Grad, Entry Level
$15/hr - $15/hrNew Charter Technologies is a Managed Services Provider seeking a Tier 1 Support Engineer to join their Help Desk team in Saginaw, Michigan. This role is crucial in delivering customer-focused technical support and offers opportunities for growth within the IT support field.
AssociationCommunitiesLifestyleNon ProfitReal Estate
Responsibilities
Serve as first-level technical support for incoming service requests and incidents via the help desk and service boards
Answer incoming support calls as the top priority and deliver a positive client experience
Provide IT support for customers using Microsoft operating systems and Microsoft applications
Gather initial information, troubleshoot issues, and document findings clearly and accurately in service tickets
Perform initial troubleshooting on workstations and printers with a target resolution time of under 15 minutes
Assist with virus and malware detection and remediation
Initiate initial calls with Internet Service Providers (ISPs) when needed
Monitor service boards and escalate tickets to appropriate teams for scheduling and resolution
Follow up on open tickets to ensure timely resolution and clear communication
Communicate with clients and internal team members regarding progress, next steps, and resolution status
Monitor fax folders and other designated systems
Maintain accurate documentation, configurations, and ticket updates
Escalate issues appropriately using sound judgment
Assist coworkers and support urgent service requests when necessary
Perform other related duties as assigned
Qualification
Required
Entry-level IT experience, technical training, or relevant education
Valid U.S. Driver's License
Basic knowledge of Microsoft Office applications
Basic knowledge of Windows operating systems (Windows 7, 8, and 10)
Willingness to be trained on and become proficient with the ConnectWise Suite
Strong customer service mindset with a positive, service-oriented attitude
Ability to work effectively in a team-based environment
Excellent verbal and written communication skills
Ability to adapt quickly to change and manage multiple tasks
Strong attention to detail and problem-solving skills
Ability to work well under pressure in a fast-paced environment
Sound judgment to recognize when issues should be escalated
Strong technical documentation and research skills
Ability to communicate technical information clearly to a wide range of end users
Competitive, driven mindset with persistence in overcoming challenges
Company
New Charter Group
On 03 April 2018, New Charter Group merged with Adactus Housing Group to form Jigsaw Homes Group Limited.
Founded in 2000
501-1000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase