Entry-Level IT Help Desk Specialist

ASM Research, An Accenture Federal Services Company; City of Albany (NY); On-site; USD 27,000 - 34,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, is seeking a motivated Help Desk Associate to support multiple applications and act as the first contact for user inquiries in Albany, NY. You will perform basic problem analysis, triage issues, document incidents, and liaise with developers to resolve problems.

The role emphasizes strong communication, teamwork, ability to guide users with step-by-step instructions, and a customer-service mindset. Prior ITIL awareness is a plus.

Qualifications

• HS Diploma or equivalent required.
• 0-1 years of customer service or help desk experience.
• Proficient with Microsoft Office; able to type quickly and accurately.
• Strong interpersonal and communication skills; able to guide customers step-by-step.

Responsibilities

• Perform basic user-problem analyses for the help desk and triage issues.
• Assist with monitoring systems and respond promptly to customer requests.
• Collect data and screenshots; liaise between clients and developers.
• Escalate complex problems to technical staff and log requests accurately.
• Coordinate with staff and subject matter experts to resolve issues.

Skills

Customer service

Help desk

Interpersonal skills

Communication skills

Phone etiquette

Multitasking

Teamwork

Learning new software

Problem analysis

Active listening

Education

HS Diploma

Tools

Microsoft Suite

Internet Explorer

ITIL framework

Job description

ASM Research, An Accenture Federal Services Company, is seeking a motivated Help Desk Associate to support multiple applications and act as the first contact for user inquiries in Albany, NY. You will perform basic problem analysis, triage issues, document incidents, and liaise with developers to resolve problems.

The role emphasizes strong communication, teamwork, ability to guide users with step-by-step instructions, and a customer-service mindset. Prior ITIL awareness is a plus.