National Help Desk Specialist

The National Helpdesk Specialist (Managed Network Services Inside Technical Representative Level 2) is a junior 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.

This position can be performed either in Kingsport, TN or in Downers Grove, IL  (Chicago).  

• Respond to calls, tickets and emails to troubleshoot reported issues in a helpdesk environment.
• Troubleshoot, monitor, and maintain client computers and desktop applications.
• Support current Windows operating systems (XP through Windows 10).
• Support current Microsoft Office Suites.
• Escalate unresolved issues to the appropriate internal channel.
• Must be self-motivated and work well in a team environment.
• Excellent customer service skills
• Excellent communications 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 ability to occasionally work remotely updating servers.

• 1-3 years’ experience in a technical support role
• At least 1 year experience in a remote technical support role
• Current Microsoft Desktop Certification highly preferred. Excellent communication skills required.
• Experience with current Windows operating systems (XP through Windows 10) required.
• 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.
• This position can be based out of Kingsport TN or Chicago/Downers Grove, IL.  This is not a full remote position and will require on-site presence in the office as well as customer sites. 
• Must have exceptional communication skills.
• Must be energetic, self-motivated and work well in a team environment
• Ability to work remotely as needed

Sharp Electronics Corporation is an equal opportunity employer – minority/female/disability/veteran

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