National Tier-2 IT 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

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.