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 Micr