Help Desk Administrator

Sharp Electronics Corporation

Charlotte, NC 28230

Posted 1 month ago

Job Description

**Overview**


Provides various technical support to end users by investigating and resolving software and hardware problems.


**Responsibilities**


+ Answers and evaluates incoming telephone, voice mail, and e-mail requests from customer experiencing problems with hardware, software, networking, and other computer related technologies.


+ Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.


+ Determines whether problem is caused by hardware such as MFP or network change.


+ Handles problem recognition, research, isolation, resolution and follow-up for routine customer problems, referring more complex problems to supervisor or technical staff.


+ Log and tracks calls using problem management database, and maintains history records and related problem documentation.


+ Assists in preparation of standard statistical reports, such as help desk incident reports.


+ Calls software and hardware vendors to request service regarding defective products.


+ Assist in the writing and/or revision of user training manuals and procedures.


+ Assists in the development of training materials such as exercises and visual displays.


+ Trains users on software and hardware on-site or in classroom, or recommends outside contractors to provide training.


+ Installs personal computer, software, and MFP.


+ Special projects or other duties may be assigned.


**Qualifications**


+ College degree or trade school certification in a technical field preferred.


+ 1-2 years related desktop support experience.


+ Must possess or achieve CompTIA A+ certification within 6 months of hire date.


+ CompTIA Net+ Certification is a plus.


+ Good understanding of core operating systems such as Windows and MAC including installation and configuration.


+ An understanding of hardware components and their functions as well as major desktop components and their functions.


+ Experience with Print Management systems


+ Good oral (especially telephonic) and written communication skills.


+ Excellent customer service skills including an ability to follow-up to ensure closure of issues.


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


\#LI-SD1


**Job Location** _US-NC-Charlotte_


**Posted Date** _1 month ago_ _(5/24/2022 2:33 PM)_


**_Job ID_** _2022-7025_


**_Category_** _Information Technology_



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