Help Desk Administrator

The Help Desk Administrator 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 customers experiencing problems with hardware, software, networking, and other computer related technologies.
• Interviews users to collect information about problems and leads the user through diagnostic procedures to determine the source of the 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.

• Answers and evaluates incoming telephone, voice mail, and e-mail requests from customers experiencing problems with hardware, software, networking, and other computer related technologies.
• Interviews users to collect information about problems and leads the user through diagnostic procedures to determine the source of the 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, their functions, and major desktop components.
• Experience with Print Management systems
• Good oral (especially telephone) and written communication skills.
• Excellent customer service skills including an ability to follow-up to ensure closure of issues.

Sharp Business Systems (SBS) is a direct sales division of Sharp Electronics Corporation, the U.S. based subsidiary of Japan's Sharp Corporation. With the strategic solutions set that make up the Simply Smarter Office, Sharp Electronics is viewed as a leading provider of innovative technologies and services ranging from its highly acclaimed AQUOS interactive display panels and portfolio of…