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 escalateMonitor Backup offerings and escalate alertsReconcile licensing for National Helpdesk offeringsTroubleshoot, monitor, and maintain client computers and desktop applicationsSupport current Windows operating systemsMaintaining and troubleshooting LAN/WAN networksMaintaining and troubleshooting Microsoft Windows ServersTroubleshooting Microsoft Azure technologiesProvide additional technical guidance and assistance to customer base to on a day to day basis as needed Support current Microsoft Office SuitesEscalate unresolved issues to the appropriate internal channelDesktop imaging and building for customersMust be self-motivated and work well in a team environmentExcellent customer service skillsExcellent communications skills, including the ability to translate complex technical terms and concepts into layman’s termsSome weekend work may be required on occasion, so must have the ability to occasionally work remotely updating servers Qualifications 3 to 5 years’ experience in a technical support role Current Microsoft Desktop Certification highly preferred. Excellent communication skills requiredExperience with current Windows operating systems requiredAbility to remotely configure Smartphones to various email systems preferredExperience with local and network printers preferredBasic administration of Windows servers preferredLAN/WAN and basic network troubleshooting and problem solving on switches, routers and firewalls preferredFamiliarity with email server and spam filtering technology preferredMust have exceptional communications skillsMust be energetic, self-motivated and work well in a team environmentAbility to work remotely and/or onsite as neededHas worked for more than 2 years in Business environments in a hands-on IT roleNetwork-based Storage Technology (SAN) experience a plus
Certifications and requirements to acquire next grade level
3 to 5 years of experience in a technical support roleAt least 1 Certification from approved list is highly preferred98% rating on Customer Satisfaction SurveysExperience with Project and Deployment workRecommendation from National Helpdesk Team Supervisor or National Helpdesk ManagerABOUT US: 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.
Compensation for this position
The compensation range for this role is $36,000-60,000. 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.
Employee perks
Flexible hybrid work schedules.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 wholistic 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.Sharp Electronics Corporation is an equal opportunity employer – minority/female/disability/veteran
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