Help Desk Analyst I - IT Support & Troubleshooting

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

Job summary

ASM Research is seeking a help desk associate to support multiple software applications and serve as a primary contact for end users in a team environment. You will perform basic problem analyses, create incidents, and triage to appropriate teams for resolution.

We welcome candidates with a HS diploma and 0–1 year of customer service or help desk experience, strong communication skills, and proficiency with Microsoft Office. Training is provided in a collaborative, client-focused atmosphere.

Qualifications

• High school diploma or equivalent is required.
• 0–1 year of customer service or help desk experience.
• Strong communication, interpersonal, and problem-solving skills.
• Ability to guide customers with step-by-step instructions and clarity.

Responsibilities

• Performs basic user-problem analyses for the help desk; assists with monitoring the network management systems and ensures a prompt and appropriate response to customer requests and issues.
• Collects screenshots and other data for troubleshooting, then acts as a liaison between the client and program developers.
• Performs initial problem analysis of basic applications and modules; escalates to next level support as 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.

Skills

Customer service

Communication skills

Interpersonal skills

Typing speed

Teamwork

Learn new applications

Education

HS Diploma

Tools

Microsoft Office Suite

Internet Explorer

Job description

ASM Research is seeking a help desk associate to support multiple software applications and serve as a primary contact for end users in a team environment. You will perform basic problem analyses, create incidents, and triage to appropriate teams for resolution.

We welcome candidates with a HS diploma and 0–1 year of customer service or help desk experience, strong communication skills, and proficiency with Microsoft Office. Training is provided in a collaborative, client-focused atmosphere.