IT Service Engineer

At Systems Solutions, a New Charter Company, we are seeking an IT Service Engineer in the Paducah area (in other companies this person could hold the title of IT Support Engineer, Technical Support Engineer, IT Systems Engineer) to deliver Level 1 and Level 2 remote and onsite IT support to end users.

In this role, you will support end users and client environments by troubleshooting Microsoft platforms, managing tickets in a ticketing system, and collaborating with internal teams to resolve technical issues across hardware, software, and networking systems.

To be successful in this role, you will diagnose and resolve technical issues across Windows environments, networking systems, and business applications while maintaining accurate documentation and ensuring high levels of client satisfaction through clear and responsive communication.

General Job Duties Include:

• Deliver Level 1 and Level 2 remote and onsite technical support to end users
• Provide exceptional customer service across all client interactions
• Collaborate effectively within a team environment to resolve support issues
• Support and implement business-grade IT hardware and software solutions
• Manage tickets within a ticketing system, maintaining an organized ticket queue
• Maintain up-to-date, accurate, and thorough client documentation
• Log all troubleshooting steps and resolutions clearly and concisely
• Ensure a high level of client satisfaction through responsive communication
• Keep clients informed on ticket status and next stepsStay current with relevant IT certifications and training

• 2+ years of experience in a help desk, desktop support, or IT support role
• Proficiency with Windows desktop and server operating systems
• Experience with Microsoft 365 administration and Active Directory
• Understanding of networking concepts: TCP/IP, DNS, DHCP, LAN/WANExperience diagnosing and resolving hardware-related issues

Preferred Experience:

• Familiarity with IT security practices including malware removal and phishing response
• Experience with printers, scanners, and peripheral devices
• Basic knowledge of Apple, macOS, and iOS platforms
• Ability to quickly learn and support diverse business applications
• Associate or Bachelor's degree in a technology-related field1-3 years of customer service experience

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 Technologies, 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 Technologies. ( 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 Technologies, 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 Technologies is committ e d to cr e ating an inclusiv e e nvironm e nt and is proud to b e an e qual opportunity e mploy er. New Charter re cruits, e mploys, trains, comp e nsat e s, and promot e s r e gardl e ss of rac e , color, r e ligion, s e x, s e xual ori e ntation, g e nd e r id e ntity, national origin, v e t eran, or disability status.