End User Support 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.

At SSVA, a New Charter Company, we are seeking a remote End User Support Technician in Charlotte, NC (in other companies this person could hold the title of End User Support Technician, IT Support Technician, Desktop Support Technician) to provide responsive end-user IT support and maintain reliable workplace technology. 

This is position will be remote but you must be local to the Charlotte, NC area due to client-site visits

In this role, you will monitor, troubleshoot, and optimize client network environments while leveraging Remote Monitoring and Management (RMM) platforms to proactively identify and resolve infrastructure issues before they impact end users. You will investigate network connectivity, Windows Server and workstation performance, Microsoft 365 services, and endpoint health, collaborating with internal engineering teams to remediate complex technical challenges. A key component of this role is developing and maintaining automation through PowerShell and Python scripting to streamline repetitive administrative tasks, enhance RMM alerting and remediation workflows, and improve operational efficiency across managed environments.  

To be successful in this role, you will possess a strong foundation in Windows administration, networking concepts, and endpoint management while demonstrating the ability to diagnose issues across diverse client environments. You should be comfortable analyzing RMM-generated alerts, identifying recurring trends, and building automated solutions using PowerShell or Python to improve response times and operational consistency. Success in this position requires excellent troubleshooting skills, the ability to prioritize incidents in a fast-paced managed services environment, and clear communication when working with both technical teams and end users. A continuous improvement mindset, curiosity for emerging technologies, and a passion for automation and infrastructure optimization will enable you to make a meaningful impact on service delivery and client satisfaction. 

We understand that great candidates may not meet every requirement listed. If you meet around 70% of the qualifications and are excited about this role, we encourage you to apply. 

General Job Duties 

• Provide network support and troubleshooting across client infrastructures, including configuring, upgrading, and maintaining Cisco Meraki networking solutions while diagnosing and resolving connectivity issues 

• Work directly with ISPs to coordinate the installation, activation, troubleshooting, dispatch, and decommissioning of network circuits 

• Develop and maintain automation scripts using PowerShell and Python to enhance RMM alerting, automate routine administrative tasks, and improve operational efficiency across managed environments 

• Perform initial troubleshooting for end-user support requests, including password resets, workstation performance issues, software installations, printer and scanner configuration, driver installation, and other common desktop support tasks 

• Provide onsite field support as needed, including PC deployments, workstation setup and replacement, printer installation and configuration, hardware upgrades, and other hands-on technical support activities. Field work accounts for approximately 25% of the role 

Required Experience 

• 3+ years of experience providing technical support to external client end users in a managed services (MSP) or similar customer-facing environment, with the ability to work both collaboratively as part of a team and independently with minimal supervision. 

• Experience triaging, troubleshooting, and resolving incidents and service requests related to Windows workstations, printers, end-user applications, and Microsoft 365 services, including Exchange Online, Teams, OneDrive, and SharePoint. 

• Strong knowledge of network support, including LAN/WAN, DHCP, DNS, Wi-Fi, and VPN technologies, as well as remote access solutions such as Remote Desktop Services (RDS) and Citrix. Working knowledge of Cisco Meraki, including navigating the Meraki Dashboard to monitor, troubleshoot, and resolve network-related issues. 

Preferred Experience 

• Prior MSP or related-industry experience is a plus 

• Connectwise RMM, plug-in Pia Agent experience 

• Certifications: CCNA, Network+, Cisco Meraki Solutions Specialist (ECMS) 

Compensation 

The compensation is expected to start at $60,000, plus bonus. Our offer will be determined by multiple factors including candidate experience and expertise and may vary from the amount listed above. 

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.