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_