The National Helpdesk Technician is an entry-level position, responsible for providing Tier 1 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. Additional duties include diagnosing and resolving technical issues over the phone by using advanced remote management tools or on-site and logging tickets into our ticketing database to track time and facilitate tactical report generation.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
Qualifications
1 to 3 years’ experience in a technical support role
Current Microsoft Desktop Certification is highly preferred
Excellent communication skills required
Experience with current Windows operating systems required
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
Must be energetic, self-motivated and work well in a team environment
Ability to work remotely as needed
ABOUT US: Sharp Business SystemsSharp Business Systems (SBS) 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 for this positionThe compensation range for this role is $46,100 - $70,000. 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
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 holistic 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.
Sharp Electronics Corporation is an equal opportunity employer – minority – female – disability - veteran.No agency resumes will be accepted or fees paid in the absence of an official written engagement agreement executed in advance by Human Resources for this particular position.All applicants must be authorized to work in the US without sponsorship. All applications must include compensation expectations in order to be considered. Local candidates only, please.#li-sr1 #sbs
