Help Desk Administrator

Sharp Electronics Corporation

Charlotte, NC 28230

Posted 1 month ago

Job Description


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


+ 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.


+ 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.


**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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