National Help Desk Specialist

Sharp Electronics Corporation USA; Kingsport (TN); Hybrid; USD 50,000 - 70,000; Full time

Benefits offered by this job

Healthcare plans

401(k) plan

Employee Assistance Plan

Wellness program

Professional development

Insurance benefits

Diversity culture

Job summary

Sharp Business Systems is seeking a National Helpdesk Specialist to provide Tier 2 end-user support for complex Microsoft and hardware/software issues. You’ll diagnose, resolve, and document incidents via our ticketing system, with remote management tools and occasional on-site visits.

The role requires 3–5 years in technical support, Windows proficiency, and strong communication. Occasional weekend work and remote/on-site flexibility are possible.

Qualifications

• 3 to 5 years experience in a technical support role.
• Current Microsoft Desktop Certification is highly preferred.
• Experience with current Windows operating systems required.
• Ability to remotely configure smartphones to various email systems.
• Experience with local and network printers preferred.
• LAN/WAN and basic network troubleshooting on switches/routers/firewalls preferred.
• Excellent communications skills and teamwork.

Responsibilities

• Answer calls and create tickets to resolve or escalate issues.
• Monitor backup offerings and elevate alerts as needed.
• Reconcile licensing for national helpdesk offerings.
• Troubleshoot and maintain client computers and desktop apps.
• Support Windows operating systems and Office suites.
• Troubleshoot LAN/WAN networks and Windows servers.
• Provide guidance to customers and translate technical terms clearly.
• Occasionally work remote updating servers and onsite as needed.

Skills

Technical support

Windows troubleshooting

LAN/WAN networking

Azure

Remote support

Communication skills

Team player

Phone support

Education

Microsoft Desktop Certification

Tools

Ticketing system

Remote management tools

Job description

Overview

The National Helpdesk Specialist is responsible for providing Tier 2 helpdesk end-user support for small to enterprise‑size 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 elevate issues
• Monitor backup offerings and elevate alerts
• Reconcile licensing for national helpdesk offerings
• Troubleshoot, monitor, and maintain client computers and desktop applications
• Support current Windows operating systems
• Maintain and troubleshoot LAN/WAN networks
• Maintain and troubleshoot Microsoft Windows servers
• Troubleshoot Microsoft Azure technologies
• Provide additional technical guidance and assistance to customers 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; must be able 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)
• 401(k) 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

Compensation Statement

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.
$49,800 - $69,740 USD

Equal Opportunity Employment Statement

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.