Job description

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.

Requirements

Must-haves

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

Nice-to-haves

Current Microsoft Desktop Certification is highly preferred. Excellent communication skills 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
Network-based Storage Technology (SAN) experience is a plus

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

azure

Platform: greenhouse
Effort: quick

Benefits

Benefits detected in the listing.

Dental

Vision

401k

Wellness

Professional Development