National Help Desk Technician
Sharp Business USA is a direct sales division of Sharp Electronics Corporation, providing innovative technologies and services. The National Helpdesk Technician is responsible for providing Tier 1 helpdesk support for clients with various technical issues, utilizing advanced remote management tools and logging tickets for tracking purposes.
Responsibilities
- Respond to calls, tickets, and emails to troubleshoot reported issues in a helpdesk environment
- 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
- Support current Microsoft Office Suites
- Escalate unresolved issues to the appropriate internal channel
- Reconcile licensing for National Helpdesk offerings
- Desktop imaging and building for customers
- Must be self-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
Skills
- 1 to 3 years' experience in a technical support role
- Experience with current Windows operating systems required
- Excellent customer service skills
- Excellent communication skills, including the ability to translate complex technical terms and concepts into layman's terms
- Must be self-motivated and work well in a team environment
- Ability to work remotely as needed
- Current Microsoft Desktop Certification is highly preferred
- Experience with current Mac operating systems
- 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 preferred
- Familiarity with email server and spam filtering technology preferred
Benefits
- 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.
Company Overview