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