Help Desk Administrator

Overview

The Help Desk Administrator 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 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.

Position Requirements

• 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.

Employee Perks

• Comprehensive, family-friendly healthcare plans (medical, dental, vision).
• 401k retirement plan with a competitive match and plenty of financial support tools.
• Employee Assistance Plan to care for you and your family's mental and behavioral health, balance, and support. Financial protection for you and your family (life insurance and disability insurance)
• Rewarding and holistic wellness program.
• Training, professional development, and mentorship
• Full suite of voluntary insurance benefits for financial planning (auto, home, ID protection and legal)
• Dynamic culture eager to innovate, enhance diversity, and work smarter.

#sbs

The listed salary range or contractual rate excludes bonuses, incentives, differential pay, and any other forms of compensation or benefits. The starting salary will be determined by several variables, including but not limited to experience, education, training, certification, and location. You may also be eligible to receive an annual discretionary incentive award, commissions, and program-specific awards, which are subject to the rules governing these programs.

Compensation Statement $50,300 - $70,620 USD

• As part of our recruitment process, Sharp Electronics may use automated tools, including artificial intelligence, to assist in the recruiting process.
• These tools are used to support, and not replace, human decision-making.
• We are committed to fair and equitable hiring practices, and all hiring decisions are made or reviewed by qualified personnel.

• All applicants must be authorized to work in the US without sponsorship.
• All applications must include compensation expectations in order to be considered.
• Local candidates only, please.