Helpdesk Analyst

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Olmec, a New Charter Technologies company, is looking for a Helpdesk Analyst in the northern New Jersey area. This role could also be called a Helpdesk Technician, Field Engineer, IT Engineer, or Desktop Support Specialist. As an onsite Helpdesk Analyst (Tier 1 / Tier 1.5), you will be stationed at our client’s office and will be the first point of contact for all IT-related issues. Besides working with the greater Olmec team, you will also work alongside the client’s internal IT team. While the client’s internal IT focuses largely on various short-term and long-term projects, you and the Olmec team will focus more on day-to-day management and support of the IT environment. You will be responsible for providing technical support, troubleshooting hardware and software problems, and ensuring the smooth operation of the client’s IT infrastructure. This role requires a proactive individual with excellent problem-solving skills and a customer-focused attitude. You will also be working closely with our larger team of IT professionals who will be available to assist and support you as needed.

The person in this role will participate in routine syncs with our home office team to review open projects, discuss challenging technical issues, share client-specific insights, align on support metrics, and engage in ongoing technical training. These collaborative sessions ensure both onsite and offsite teams remain fully aligned and collectively focused on delivering a seamless, high-impact experience for the client.

*** This role does require occasional (local) travel : While most of your time will be spent stationed in the client’s Morristown, NJ office, you will occasionally be asked to visit the client’s other offices in NYC (Manhattan – anywhere from one to a few times per month) and Long Island (less often, possibly several times per year).

***This role allows for “work from home” opportunities on Fridays, providing there is no need to be in office to handle technical issues that require hands-on support.

Key Responsibilities:

• Provide onsite technical support for Windows desktops, laptops, and other end-user devices (smartphones, tablets, peripherals, printers, etc.) at the client’s office.
• Manage and troubleshoot issues related to Active Directory, including user account management, group policies, and permissions.
• Support Microsoft 365 applications and services, including email, SharePoint, OneDrive, and Teams.
• Perform hardware and software installations, configurations, and upgrades.
• Troubleshoot network connectivity issues and assist with basic network administration tasks.
• Maintain accurate documentation of all support activities, including incident reports and resolutions.
• Collaborate with remote support teams and escalate complex issues when necessary.
• Educate end-users on best practices and provide training as needed.
• Ensure timely resolution of all IT issues and provide exceptional customer service.

Skills and Qualifications:

• Proven experience – 3 years minimum - as a Helpdesk Analyst / Technician or similar technical support roles.
• Strong knowledge of Windows desktop operating systems (Windows 11).
• Experience with Active Directory administration and troubleshooting.
• Proficiency in supporting Microsoft 365 applications and services.
• Familiarity with basic networking concepts (TCP/IP, DNS, DHCP).
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work independently and manage multiple tasks simultaneously.
• Customer-focused mindset with a dedication to delivering high-quality service.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator) are a plus.

Benefits:

• Competitive salary starting at $70,000 depending on experience.
• Medical insurance
• Dental insurance
• Vision Insurance
• 401(k) with Company Matching
• Time Off Plans

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 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.