Help Desk Analyst

Washington, PA 15301

Posted: 05/13/2019 Employment Type: Contract Industry: HELP DESK Job Number: 18493
Long-term, open ended contract for a Level I IT Help Desk Analyst with our client.

Pay Rate: 17-18/hr

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

Level I IT Help Desk Analyst - 18493
Oxford Solutions is a professional staffing firm that specializes in the placement of talented professionals into challenging, career-enriching opportunities. We're based in Pittsburgh, PA, but we have openings with major clients located nationwide. We provide multiple avenues of employment to include contract, contract-to-hire and direct placement. Our well-trained staff of recruiters will work with you to help land your first job or your dream job and strive to always affect people's lives in a positive way.

Chris Vandetta

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