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
