Sharp Electronics Corporation

Help Desk Administrator

Job Location US-SC-Greenville
Posted Date 3 weeks ago(3/11/2020 2:00 PM)
Job ID
2020-6002
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.
  • 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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