Job Details

Oxford Solutions has an opening with our retail client for a Help Desk Support Specialist. Hybrid Work Schedule.
TRAINING SCHEDULE AND WORK SHIFTS

PAID TRAINING. After training, must be available to be able to work 40 hrs/week ranging between the active support hours (6 am - 12 am)

Essential Functions

• 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 customer 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

• 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