Desktop Specialist

IT Help Desk Technician We believe talent deserves a human touch. Your application will be read by an actual person who’s excited to discover the real you. Position Overview We are seeking a dedicated, tech‑savvy, and self‑driven IT Help Desk Technician to join our dynamic Services Group. This role is crucial in providing comprehensive software and hardware support to clients, ensuring their technology goals are achieved efficiently and effectively. The IT Help Desk Technician will be responsible for maintaining positive client relations and upholding the company's values and ethics. Location & Travel The role will be onsite at our Midland office and involve regular travel to local client sites. The first three months include training at our headquarters in Lubbock, including extended stays as needed. Responsibilities Respond to support calls and assist clients remotely in‑office and on‑site. Work schedules include a bi‑weekly rotation of in‑office phone and ticket support, and onsite client projects. Track and ensure timely response to on‑site support calls. Accurately maintain records and expense accounts, using systems like Connectwise. Collaborate with other departments as needed. Foster positive client relations and uphold professional dress and grooming standards. Identify, research, and implement solutions to client problems. Provide internal systems support and configure, deliver, install, and implement client systems. Offer on‑site client support and hardware maintenance. Solve problems using original thinking and clear communication. Learn and implement new technologies or methods. Maintain a standard 40‑hour work week, with flexibility for after‑hours project completion. Handle physical and mental endurance challenges, including eye strain, weather extremes, and public contact. Skill and Ability Requirements Basic technical background with hands‑on experience, preferably in any of the following: Active Directory, networking and security hardware and systems, and ticketing systems. Strong customer service and end‑user support skills, with a focus on resolving issues efficiently and effectively. Ability to monitor and resolve tickets involving failing patches, hardware issues, and complete network outages. Escalate issues as needed. 2–4 years of IT triage/help desk experience, with previous experience in a technical support role. Experience handling call queues, ideally in a support role. Strong verbal and written communication skills to interact with end‑users and team members effectively. Ability and willingness to adapt to changing environments and work schedules, including alternating weekly between phone support and field work. Experience working with a Managed Service Provider (MSP) is a huge plus. Educational Requirements High School Diploma – required. Technical/College Degree (2 year) in Applied Science or Computer Technology – required. Technology/Computer related degree (4 year) – preferred. Possession of relevant IT certifications such as MS900, AZ900, and CompTIA A+ is a plus. Compensation The anticipated hourly rate begins at $20.00/hr, with potential for a higher amount depending on experience and skills. Benefits Health Care Plan (Medical, Dental & Vision) Flex Spending Account 401(k) Matching Life Insurance RTO (Responsible Time Off, Vacation, Sick, & 8 Paid Holidays) Training & Development Wellness Resources Financial Training Reimbursement Cell Phone Reimbursement Paid Certifications Performance Based Incentive Program Family‑first mentality Equal Opportunity Employer 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. #J-18808-Ljbffr