Entry-Level IT Help Desk Specialist

ASM Research, An Accenture Federal Services Company; Salem (OR); On-site; USD 2,688,000 - 3,375,000; Full time

Job summary

ASM Research seeks a help desk professional to support multiple software applications. You will perform basic user problem analyses, triage issues, collect data, and liaise with clients and developers to resolve problems. Strong communication and teamwork are essential for success.

Experience in customer service or help desk roles, a high school diploma, and proficiency with the Microsoft Suite are required. Military experience is a plus, and ITIL knowledge is preferred.

Qualifications

• HS Diploma is required.
• 0-1 years of customer service and/or help desk experience.
• Strong interpersonal and communications skills.
• Able to guide customers with step-by-step instructions and stay patient.

Responsibilities

• Performs basic user-problem analyses for the help desk; assists with monitoring the network management systems and ensures a prompt response to customer requests.
• Collects screenshots and data for troubleshooting; acts as liaison between client and program developers.
• Performs initial problem analysis and escalates to next level support when needed.
• Coordinate efforts with staff and subject matter experts to resolve problems; logs and tracks requests as primary contact.

Skills

Microsoft Suite

Typing

Interpersonal skills

Phone etiquette

Active listening

Teamwork

Customer service

Education

HS Diploma

Tools

ITIL framework

Job description

ASM Research seeks a help desk professional to support multiple software applications. You will perform basic user problem analyses, triage issues, collect data, and liaise with clients and developers to resolve problems. Strong communication and teamwork are essential for success.

Experience in customer service or help desk roles, a high school diploma, and proficiency with the Microsoft Suite are required. Military experience is a plus, and ITIL knowledge is preferred.