Entry-Level IT Help Desk Specialist

ASM Research, An Accenture Federal Services Company; Washington (District of Columbia); On-site; USD 27,000 - 34,000; Full time

Job summary

ASM Research is seeking an entry-level Help Desk Analyst to join its user-support team in the Washington, DC area. You will handle basic user inquiries across multiple applications, perform initial triage, document issues, and create incidents to ensure accurate contract information.

You will collect data, escalate when needed, and collaborate with SMEs to resolve problems. Strong communication, typing, and Microsoft Office skills are essential, along with a customer-service mindset.

Qualifications

• HS Diploma (or equivalent) required.
• 0–1 year of customer service or help desk experience.
• Familiarity with computers, MS Office, and basic IT concepts.
• Strong communication and interpersonal skills.
• Ability to guide customers with step-by-step instructions.
• Ability to learn new applications and adapt to changes.

Responsibilities

• Handle basic user inquiries for multiple applications.
• Perform initial problem triage and document issues.
• Create incidents and ensure accuracy of customer contract information.
• Collect data (screenshots, logs) for troubleshooting and coordinate with developers.
• Escalate more complex issues to the next level of support.
• Collaborate with staff and SMEs to resolve problems and track requests.
• Contribute to FAQ logs and procedural documentation.
• Assist in user satisfaction surveys and trend reporting.

Skills

Customer service

MS Office

Typing fast

Interpersonal skills

ITIL knowledge

Communication

Team player

Problem triage

Multi-tasking

Learning new apps

Education

HS Diploma

Tools

Microsoft Office Suite

Internet Explorer

Job description

ASM Research is seeking an entry-level Help Desk Analyst to join its user-support team in the Washington, DC area. You will handle basic user inquiries across multiple applications, perform initial triage, document issues, and create incidents to ensure accurate contract information.

You will collect data, escalate when needed, and collaborate with SMEs to resolve problems. Strong communication, typing, and Microsoft Office skills are essential, along with a customer-service mindset.