Job Details

Oxford Solutions has an opening with a client for an Entry-Level Help Desk Support Specialist. This is a hybrid role based in the Pittsburgh area and is ideal for someone early in their IT career who enjoys problem-solving, customer support, and hands-on technical troubleshooting.

This position supports a staggered service desk model with extended coverage hours. Schedules will vary within core support hours and will typically follow a Sunday-Thursday or Tuesday-Saturday workweek.

Position Overview
In this role, you will provide first-level technical support to end users by resolving hardware, software, and access-related issues. You will document issues clearly, follow established processes, and deliver a positive support experience while working in a fast-paced, customer-facing environment.

Responsibilities

• Provide frontline technical support through a ticketing system
• Troubleshoot desktop, laptop, printer, and basic network issues
• Support Windows and Mac operating systems and common application software
• Assist with user access issues including password resets, multi-factor authentication, and VPN connectivity
• Support retail technology such as registers, pin pads, and handheld devices
• Document issues, resolutions, and procedures clearly and accurately
• Escalate issues appropriately while following service desk workflows
• Deliver professional, calm, and customer-focused support during high-volume or high-pressure situations

• Experience using ticketing systems and writing technical documentation
• Broad knowledge of desktop and laptop hardware and operating systems
• Basic understanding of user and application support concepts
• Strong verbal and written communication skills
• Ability to de-escalate issues and provide excellent customer service

• Associate degree in Information Technology or a related field is strongly recommended
• Equivalent hands-on experience in technical support will be considered, including
• Desktop or client support environments
• Retail technology support
• Basic Active Directory and access management tasks