Sharp Electronics Corporation

  • Help Desk Administrator

    Job Location US-IN-Indianapolis
    Posted Date 2 weeks ago(1/7/2020 10:15 AM)
    Job ID
    2019-5590
    Category
    Information Technology
  • 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, MAC & Linux desktop/server architecture, 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 and/or software a plus.
    • 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.

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