Help Desk Support Specialist

3 weeks ago


Pittsburgh, Pennsylvania, United States Oxford Solutions Full time
Oxford Solutions is seeking a skilled Help Desk Support Specialist to join our team. The ideal candidate will have a strong understanding of computer systems, software applications, and technical support principles.

Key Responsibilities:
Serve as the first point of contact for customers seeking technical assistance over the phone or email
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Write concise, informative service tickets
Walk customers through the problem-solving process
Follow up on all tickets in a timely manner and pursue issues through to resolution
Direct unresolved issues to the next level of support personnel
Provide accurate information on IT products or services
Record events and problems and their resolution in logs
Follow-up and update customer status and information

Requirements:
Associate Degree preferred or equivalent level of work experience
Experience in a help desk or customer support role
Experience using ticketing systems and writing technical support reports and documentation
Good understanding of computer systems, software applications, desktop and laptop computers, printers and networks
Ability to diagnose and resolve basic technical issues
Excellent communication skills
Customer-oriented and cool-tempered
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