Help Desk Associate I: IT Support & Troubleshooting

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 professional to provide frontline user support for multiple applications in a team environment. The role involves triage, incident logging, and liaison work between users and developers.

You will participate in knowledge sharing through FAQs, documentation, and surveys. The ideal candidate has a degree or equivalent experience, a current security clearance, and strong communication skills.

Qualifications

• Bachelor's degree and 1 year related experience or 5 years relevant experience or Associates + 3 years
• Candidate must have a current secret security clearance
• Proficient with Microsoft Office Suite and Internet Explorer; fast, accurate typing
• Strong interpersonal and communications skills are required
• Able to guide customers and control phone conversations effectively
• Clear and concise writing, presentation and telephone skills are essential
• Team-oriented, adaptable and able to learn new computer applications
• Ability to multi-task, be flexible and dependable
• Active listening skills and customer-focused approach
• Military experience helpful but not required
• Knowledge of ITIL framework preferred

Responsibilities

• Provide basic user-problem analyses for help desk inquiries
• Assist with monitoring network management systems and respond promptly to requests
• Collect screenshots and data for troubleshooting and liaise with clients and developers
• Perform initial problem analysis and escalate to technical staff as needed
• Coordinate with staff and SMEs to resolve issues and log requests
• Escalate incidents appropriately and guide customers on account navigation and FAQs
• Assist in preparing help desk procedure manuals and documentation
• Contribute to periodic user satisfaction surveys and trend analyses
• Suggest improvements to help desk operations and generate reports

Skills

Customer service

Interpersonal communication

Phone conversation control

Step-by-step instructions

Presentation skills

Telephone skills

Writing skills

Teamwork

Multi-tasking

ITIL knowledge

Education

Bachelor's degree + 1 year experience or 5 years relevant experience or Associate + 3 years

Secret security clearance

Tools

Microsoft Office

Internet Explorer

Job description

ASM Research, an Accenture Federal Services company, is seeking a help desk professional to provide frontline user support for multiple applications in a team environment. The role involves triage, incident logging, and liaison work between users and developers.

You will participate in knowledge sharing through FAQs, documentation, and surveys. The ideal candidate has a degree or equivalent experience, a current security clearance, and strong communication skills.