Full-time, direct hire opening for a Level I IT Help Desk Analyst with our client.
The ideal Help Desk Technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. You must also be customer-oriented and patient to deal with difficult customers.
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
Determine the best solution based on the issue and details provided by customers
Walk the customer through the problem-solving process
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
Pass on any feedback or suggestions by customers to the appropriate internal team
Identify and suggest possible improvements on procedures
Bachelor’s Degree in Computer Science or related field or equivalent experience
1 to 3 years of experience as a help desk technician or other customer support role
Experience working with help desk ticketing systems
Experience providing support for Microsoft Office, Windows, servers and remote control technologies
Tech savvy with working knowledge of office automation products, databases and remote control
Strong customer service focus and interpersonal skills
HDI and/or ITIL certification preferred
Internal Number: 18492
About Oxford Solutions, Inc.
Since 1998, Oxford Solutions has solidified our reputation as a reliable, cost-effective staffing solutions provider…whether it’s a mission-critical project of any magnitude, or simply to fill a necessary temporary opening to keep operations running smoothly.