Be a part of CT's finest and best places to work! We are a thriving IT company experiencing rapid expansion and are proud to be listed among the Inc 5000's fastest-growing companies. Additionally, we have been honored as one of MSP's Top 501 and recognized as one of Marcum's Top Tech 40. Join us today!

About Us: Exceptional Service. Endless Improvement. Passionate People. Honest and Forthright. These are the core values of Charles IT. We can achieve these values because of our team, which makes us one of the most successful IT companies of its kind in the region. And because of our team, we offer a level of dedication to our employees rarely found anywhere else. To prove it we encourage learning, professional development, and team member input, all in a comfortable family-friendly culture.

Due to growth, we are currently seeking to add a Desktop Support Specialist to our exceptional team. You will be responsible for managing the activities and responsibilities of our service team, determining and executing key priorities for our management team, and ensuring that support is provided to customers at agreed levels. You will need to be outgoing, customer service-focused, extremely organized and detail-oriented, and able to operate quickly and efficiently in a fast-paced environment. You will also need to have a strong technical background focused on systems administration.

What Do We Do?

Create real relationships and raving fans by implementing and supporting cutting-edge technology.

Responsibilities

• Provide first-level support and troubleshooting to diagnose and resolve technical issues for end users
• Perform remote desktop, user, network, and basic server support
• Remote assistance to end users for desktop and network issues
• Basic application and endpoint troubleshooting
• Perform occasional on-site support and desktop deployment projects for customers
• Administration of Active Directory users, for account lockouts and password resets
• New user Creations and Decommissions
• Email and Connectivity administration for mobile devices
• Support of Microsoft-related technologies: Windows 10, Office 365, Office Suites
• Desktop Imaging and end-user computer replacements
• First-level triage of critical alerts like disk space, server down and site down alerts
• Remediation of Phishing attacks and compromised credential events
• Configure, install, and support various devices like desktops and printers
• Liaise with third-party vendors and other IT personnel for problem-resolution
• Improve customer service, perception, and satisfaction
• Communicate to Customers: keep them informed of progress, notify them of impending changes or agreed outages, etc.
• Document internal processes and procedures related to duties and responsibilities
• Maintain strong client system documentation to include system reviews and recommendations
• Maintain daily documentation by entering time, expenses, and all work as service tickets in ConnectWise

• Work through a daily schedule in ConnectWise that has been established through the dispatch process