National Help Desk Specialist

Sharp Electronics; Kingsport (TN); On-site; USD 49,800 - 69,740; Full time

Benefits offered by this job

Discretionary incentive program

Annual awards

Equal opportunity employer

Job summary

Sharp Electronics Corporation is seeking a National Helpdesk Specialist to provide Tier 2 end-user support for diverse Microsoft products and related hardware/software issues. You will diagnose, resolve, and log tickets using remote tools or on-site visits, ensuring timely escalation when needed.

Responsibilities include answering calls, monitoring backups, licensing reconciliation, and supporting Windows OS, LAN/WAN, and Office suites.

Qualifications

• 3 to 5 years experience in a technical support role.
• Current Microsoft Desktop Certification is highly preferred.
• Experience with Windows operating systems and LAN/WAN networks preferred.
• Knowledge of printers and basic Windows servers would be a plus.

Responsibilities

• Answer calls and create tickets to resolve or escalate.
• Monitor backup offerings and escalate alerts.
• Troubleshoot, monitor, and maintain client computers and desktop applications.
• Provide guidance to customers and translate technical terms to layman’s terms.
• Occasionally work remotely to update servers and support weekend coverage.

Skills

End-user support

Excellent communication

Team player

Microsoft Desktop Certification

Job description

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
• 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 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

Qualifications

• 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

Compensation

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 Employer

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