National Help Desk Specialist

### Overview

The National Helpdesk Specialist is responsible for providing Tier 2 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

• Answer calls and create tickets to resolve or escalate
• 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
• Maintaining and troubleshooting LAN/WAN networks
• Maintaining and troubleshooting Microsoft Windows Servers
• Troubleshooting Microsoft Azure technologies
• Provide additional technical guidance and assistance to the customer base on a day-to-day basis as needed
• Support current Microsoft Office Suites
• Escalate unresolved issues to the appropriate internal channel
• Desktop imaging and building for customers
• Must be 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

### Position Specifications

• 3 to 5 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
• Ability to remotely configure Smartphones to various email systems preferred
• Experience with local and network printers preferred
• Basic administration of Windows