Technical Support Specialist

3 weeks ago


Pittsburgh, Pennsylvania, United States Oxford Solutions Full time

At Oxford Solutions, we're seeking a skilled Help Desk Support Specialist to provide exceptional technical assistance to our clients.

Key Responsibilities:

  • Serve as the primary point of contact for customers seeking technical support via phone or email.
  • Perform remote troubleshooting using diagnostic techniques and relevant questions.
  • Write clear and concise service tickets.
  • Guide customers through the problem-solving process.
  • Follow up on all tickets in a timely manner and pursue issues to resolution.
  • Escalate unresolved issues to senior support personnel.
  • Provide accurate information about IT products and services.
  • Record events and problems in logs.
  • Update customer status and information.

Requirements:

  • Associate Degree preferred or equivalent work experience.
  • Experience in a help desk or customer support role.
  • Familiarity with ticketing systems and technical support documentation.
  • Strong understanding of computer systems, software applications, and networks.
  • Ability to diagnose and resolve basic technical issues.
  • Excellent communication and customer service skills.


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