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.
Experience using Microsoft Windows Operating system such as Microsoft Windows XP
Good understanding of core operating system technologies including installation and configuration; hardware components and their functions; and major desktop components and interfaces, and their functions.
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.