National Help Desk Technician

Sharp Electronics Corp. • Kingsport, TN

3d • $40,000 - $50,000 • Hybrid

About The Position

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.

Requirements

• 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 have exceptional communications skills
• Must be energetic, self-motivated and work well in a team environment
• Ability to work remotely as needed

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

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees