Help Desk Administrator

Sharp Electronics • Taos, NM

1d • $50,300 - $70,620

About The Position

The Help Desk Administrator provides technical support to end users by investigating and resolving software and hardware problems. The role responds to incoming requests, guides users through diagnostic procedures, resolves routine issues, and refers more complex problems to a supervisor or technical staff. It also involves maintaining support records, preparing incident reports, coordinating with product vendors, developing user documentation and training materials, training users, and installing computers, software, and multifunction printers (MFPs). Special projects or other duties may be assigned.

Requirements

• 1–2 years of related desktop support experience.
• Must possess or achieve CompTIA A+ certification within six months of hire.
• Good understanding of core operating systems, including Windows and Mac, and their installation and configuration.
• 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 the ability to follow up to ensure issues are closed.

Nice To Haves

• College degree or trade school certification in a technical field preferred.
• CompTIA Net+ certification is a plus.

Responsibilities

• Answer and evaluate incoming telephone, voicemail, and email requests about hardware, software, networking, and other computer-related technologies.
• Interview users to gather information about problems and guide them through diagnostic procedures to identify the source of errors.
• Determine whether problems are caused by hardware, such as an MFP, or by network changes.
• Recognize, research, isolate, resolve, and follow up on routine customer problems; refer more complex problems to a supervisor or technical staff.
• Log and track calls in the problem management database and maintain history records and related problem documentation.
• Assist with preparing standard statistical reports, such as help desk incident reports.
• Contact software and hardware vendors to request service for defective products.
• Assist with writing or revising user training manuals and procedures.
• Assist with developing training materials, including exercises and visual displays.
• Train users on software and hardware onsite or in a classroom, or recommend outside contractors to provide training.
• Install personal computers, software, and MFPs.
• Perform special projects or other assigned duties.

Benefits

• Comprehensive healthcare plans, including medical, dental, and vision coverage.
• 401(k) retirement plan with a competitive match and financial support tools.
• Employee Assistance Plan for mental and behavioral health, balance, and support.
• Life insurance and disability insurance.
• Wellness program.
• Training, professional development, and mentorship.
• Voluntary insurance benefits for financial planning, including auto, home, identity protection, and legal coverage.
• Potential eligibility for an annual discretionary incentive award, commissions, and program-specific awards, subject to program rules.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed