Help Desk Analyst I - Entry-Level IT Support

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

Job summary

ASM Research, An Accenture Federal Services Company, is seeking a Help Desk Associate to provide first-line support for user inquiries across multiple applications. You will perform basic problem analysis, triage issues, document incidents, and ensure customer contract information is accurate and complete.

The role requires strong communication, ability to guide users through steps, and teamwork with IT staff.

Qualifications

• HS Diploma.
• 0-1 years of customer service and/or help desk experience.
• Must have strong interpersonal and communications skills.
• Must be confident in ability to control phone conversations and guide customers.
• Ability to provide step-by-step instructions and clearly express ideas and solutions to customers and colleagues.

Responsibilities

• Perform basic user-problem analyses for the help desk; assist with monitoring the network management systems and ensure a prompt and appropriate response to customer requests and issues.
• Collect screenshots and other data for use in troubleshooting, then act as a liaison between the client and program developers.
• Performs initial problem analysis of the more basic applications and modules, escalates to next level support and triages to technical staff when appropriate.
• Coordinates efforts with staff associates and subject matter experts to resolve problems; logs and tracks requests for assistance related to the application as a primary user contact.
• Responsible for knowing when to escalate and coordinate with teams to resolve issues.
• Supports as primary contact for customers and documents incidents accurately to ensure contract information is complete.

Skills

Customer service

Help desk

Interpersonal skills

Communication skills

Multi-tasking

Learning ability

Education

HS Diploma

Tools

Microsoft Office

Internet Explorer

ITIL

Job description

ASM Research, An Accenture Federal Services Company, is seeking a Help Desk Associate to provide first-line support for user inquiries across multiple applications. You will perform basic problem analysis, triage issues, document incidents, and ensure customer contract information is accurate and complete.

The role requires strong communication, ability to guide users through steps, and teamwork with IT staff.