National Help Desk Specialist

Overview

The National Helpdesk Specialist is responsible for providing Tier 2 helpdesk end-user support for small to enterprise-sized clients with complex issues in various Microsoft products, as well as other technical hardware and software issues. Additional duties include diagnosing and resolving technical issues over the phone by using advanced remote management tools or on-site and logging tickets into our ticketing database to track time and facilitate tactical report generation.

Responsibilities

Answer calls and create tickets to resolve or escalate

Monitor Backup offerings and escalate alerts

Reconcile licensing for National Helpdesk offerings

Troubleshoot, monitor, and maintain client computers and desktop applications

Support current Windows operating systems

Maintaining and troubleshooting LAN/WAN networks

Maintaining and troubleshooting Microsoft Windows Servers

Troubleshooting Microsoft Azure technologies

Provide additional technical guidance and assistance to the customer base on a day-to-day basis as needed

Support current Microsoft Office Suites

Escalate unresolved issues to the appropriate internal channel

Desktop imaging and building for customers

Must be motivated and work well in a team environment

Excellent customer service skills

Excellent communication skills, including the ability to translate complex technical terms and concepts into layman’s terms

Some weekend work may be required on occasion, so must have the ability to occasionally work remotely updating servers

Position Specifications

3 to 5 years experience in a technical support role

Current Microsoft Desktop Certification is highly preferred. Excellent communication skills required

Experience with current Windows operating systems required

Ability to remotely configure Smartphones to various email systems preferred

Experience with local and network printers preferred

Basic administration of Windows servers preferred

LAN/WAN and basic network troubleshooting and problem-solving on switches, routers, and firewalls preferred

Familiarity with email server and spam filtering technology preferred

Must have exceptional communications skills

Must be energetic, self-motivated, and work well in a team environment

Ability to work remotely and/or onsite as needed

Has worked for more than 2 years in Business environments in a hands-on IT role

Network-based Storage Technology (SAN) experience is a plus

About Sharp Business Systems

Sharp Business Systems (SBS) is a direct sales division of Sharp Electronics Corporation, the U.S. based subsidiary of Japan's Sharp Corporation. With the strategic solutions set that make up the Simply Smarter Office, Sharp Electronics is viewed as a leading provider of innovative technologies and services ranging from its highly acclaimed AQUOS interactive display panels and portfolio of multifunctional printers, to a proven suite of advanced workflow and managed IT services.

Employee Perks

Comprehensive, family-friendly healthcare plans (medical, dental, vision).

401k retirement plan with a competitive match and plenty of financial support tools.

Employee Assistance Plan to care for you and your family's mental and behavioral health, balance, and support. Financial protection for you and your family (life insurance and disability insurance)

Rewarding and holistic wellness program.

Training, professional development, and mentorship

Full suite of voluntary insurance benefits for financial planning (auto, home, ID protection and legal)

Dynamic culture eager to innovate, enhance diversity, and work smarter

The listed salary range or contractual rate excludes bonuses, incentives, differential pay, and any other forms of compensation or benefits. The starting salary will be determined by several variables, including but not limited to experience, education, training, certification, and location. You may also be eligible to receive an annual discretionary incentive award, commissions, and program-specific awards, which are subject to the rules governing these programs.

Compensation Statement

$49,800 — $69,740 USD

Sharp Electronics Corporation is an equal opportunity employer – minority – female – disability - veteran.

As part of our recruitment process, Sharp Electronics may use automated tools, including artificial intelligence, to assist in the recruiting process. These tools are used to support, and not replace, human decision-making. We are committed to fair and equitable hiring practices, and all hiring decisions are made or reviewed by qualified personnel.

All applicants must be authorized to work in the US without sponsorship. All applications must include compensation expectations in order to be considered. Local candidates only, please.