New Charter Technologies brings together managed service providers serving small and medium-sized businesses across North America. Its network delivers managed and co-managed IT, technology consulting, outsourcing, and cybersecurity services, helping clients turn day-to-day IT operations into a more effective foundation for productivity and business growth. The company’s team works with organizations that need practical, modern technology support tailored to their operational needs.
IT Help Desk Specialist
Provide onsite and remote technical support to New Charter Technologies’ business clients. Troubleshoot systems, maintain hardware, and implement technology solutions across West Texas.
Description
- Handle client support requests remotely, in the office, and at customer sites.
- Alternate every two weeks between office-based phone and ticket support and onsite client projects.
- Monitor onsite support requests and help ensure prompt responses.
- Maintain service records and expense accounts in tools such as ConnectWise.
- Work with other departments when needed.
- Build positive client relationships and meet professional appearance and grooming standards.
- Investigate client issues and put effective solutions in place.
- Support the company’s internal systems.
- Configure, deliver, install, and deploy systems for clients.
- Provide onsite technical assistance and maintain client hardware.
- Learn and apply new technologies and working methods.
- Complete projects outside regular hours when required.
Requirements
- Work onsite from the Midland or Lubbock office and travel regularly to nearby client locations.
- Travel regularly to the Lubbock headquarters for training during the first 90 days.
- Pass a CJIS background check.
- Have a basic technical foundation and hands-on experience; familiarity with Active Directory, networking and security hardware and systems, and ticketing systems is preferred.
- Bring strong customer service and end-user support skills.
- Monitor and resolve tickets for failed patches, hardware faults, and complete network outages, escalating issues when needed.
- Have 2–4 years of IT triage or help desk experience and prior experience in technical support.
- Have experience managing call queues, preferably in a support role.
- Communicate clearly in writing and verbally.
- Adapt to changing environments and schedules, including alternating weekly between phone support and field work.
- Managed Service Provider (MSP) experience is a plus.
- High school diploma required.
- Two-year degree in Applied Science or Computer Technology required.
- Four-year degree in a technology or computer-related field preferred.
- Relevant IT certifications such as MS900, AZ900, and CompTIA A+ are a plus.
- Maintain a standard 40-hour workweek, with flexibility to complete projects after hours.
- Be able to manage physical and mental demands, including eye strain, extreme weather, and public contact.
Benefits
- 20% TAE pay incentive, paid quarterly after 90 days of employment.
- Medical, dental, and vision health care plan.
- Flexible spending account.
- 401(k) matching.
- Life insurance.
- Responsible Time Off, including vacation, sick leave, and eight paid holidays.
- Training and development.
- Wellness resources.
- Financial training reimbursement.
- Cell phone reimbursement.
- Paid certifications.
- Performance-based incentive program.
- Family-first culture.
- Fast-paced, energetic work environment.