Help Desk Analyst I — IT Support & Troubleshooting

ASM Research, An Accenture Federal Services Company; Helena (MT); On-site; USD 28,000 - 34,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, is seeking a entry-level Help Desk Associate in the United States. You will assist users across multiple applications, perform basic problem analysis, triage, and document incidents, acting as a liaison between clients and developers.

The role emphasizes teamwork, strong communication, and the ability to learn new software quickly. Minimum qualifications include a high school diploma and 0–1 year of customer service or help desk experience.

Qualifications

• HS Diploma required.
• 0–1 year of customer service or help desk experience.
• Proficient with Microsoft Office and Internet Explorer.
• Strong interpersonal and communication skills.
• Ability to guide customers with step-by-step instructions.
• Ability to work in a team and multi-task.
• Willingness to learn new computer applications and updates.

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 and escalates 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 issues and to communicate status clearly to customers.

Skills

Customer service

Help desk

Interpersonal skills

Communication

Typing speed

Teamwork

Multi-tasking

Education

HS Diploma

Tools

Microsoft Suite

Internet Explorer

Job description

ASM Research, An Accenture Federal Services Company, is seeking a entry-level Help Desk Associate in the United States. You will assist users across multiple applications, perform basic problem analysis, triage, and document incidents, acting as a liaison between clients and developers.

The role emphasizes teamwork, strong communication, and the ability to learn new software quickly. Minimum qualifications include a high school diploma and 0–1 year of customer service or help desk experience.