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
Sharp Electronics designs and manufactures electronic products. It was founded in 1962, and is headquartered in Montvale, New Jersey, USA, with a workforce of 1001-5000 employees. Its website is https://business.sharpusa.com.