National Help Desk Specialist

1 week ago

Kingsport, Tennessee, United States Sharp Electronics Corp Full time
Job Title: National Help Desk Specialist

Job Summary:

The National Help Desk Specialist is a critical role that requires exceptional technical skills and excellent communication abilities. As a member of our team, you will be 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.

Key Responsibilities:

  • Answer calls and create tickets to resolve or escalate technical issues
  • 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
  • Maintain and troubleshoot LAN/WAN networks
  • Maintain and troubleshoot Microsoft Windows Servers
  • Troubleshoot 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

Requirements:

  • 3 to 5 years of experience in a technical support role
  • Current Microsoft Desktop Certification 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 a plus
  • Certifications and requirements to acquire next grade level
  • 3 to 5 years of experience in a technical support role
  • At least 1 Certification from approved list is highly preferred
  • 98% rating on Customer Satisfaction Surveys
  • Experience with Project and Deployment work
  • Recommendation from National Helpdesk Team Supervisor or National Helpdesk Manager

About Us:

Sharp Business Systems 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.

Compensation:

The compensation range for this role is $36,000-60,000. 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.

Employee Perks:

  • Flexible hybrid work schedules
  • 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 wholistic 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

Equal Opportunity Employer:

Sharp Electronics Corporation is an equal opportunity employer minority/female/disability/veteran

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