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.

We are seeking a dedicated, tech-savvy, and self-driven IT Help Desk Technician to join our dynamic Services Group in Lubbock or Midland. 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: This role will work onsite at our Lubbock or Midland office, and involve regular travel to local client sites.

Responsibilities: 

• Respond to support calls and assist clients both 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. 
• Must be able to pass a CJIS background check

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 per hour, with the potential for a higher rate based on experience and skills. In addition, this position is eligible for a 20% TAE pay incentive, paid quarterly, after 90 days of employment.

What You'll Love About Us: 

We offer a rich benefit package including the following: 

• Health Care Plan (Medical, Dental & Vision) 
• Flex Spending Account 
• 401k 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. (We believe family comes first. We want you to have a life outside of work & we understand that family time doesn’t just happen on the weekends.) 

We provide a fast, energetic work environment for those seeking technology careers. We’re a top technology services provider in the Permian Basin and all of West Texas with a solid national reputation. But more than that, we’re a tight-knit group of professionals who work collaboratively to provide the highest possible levels of customer service and support. 

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.