Help Desk Associate — IT Support & First-Response

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

Job summary

ASM Research, An Accenture Federal Services Company, is seeking a help desk specialist to support multiple software applications and handle user inquiries in a team setting. The role involves basic problem analyses, triage, and documenting incidents for customers in Austin, TX.

Candidates should have a HS Diploma and 0-1 years of customer service or help desk experience. Strong communication and ability to guide customers through steps are essential.

Qualifications

• HS Diploma or higher required.
• 0-1 years of customer service or help desk experience.

Responsibilities

• Performs basic user-problem analyses for the help desk.
• Assists with monitoring network management systems and ensures prompt responses to customer requests.
• Collects screenshots and data for troubleshooting and acts as liaison between client and program developers.
• Performs initial problem analysis of basic applications and escalates to next level support.
• Coordinates with staff associates and SMEs to resolve problems; logs and tracks requests for assistance.

Skills

Customer Service

Help Desk

Communication

MS Office

Education

HS Diploma

Tools

Microsoft Suite

Internet Explorer

Job description

ASM Research, An Accenture Federal Services Company, is seeking a help desk specialist to support multiple software applications and handle user inquiries in a team setting. The role involves basic problem analyses, triage, and documenting incidents for customers in Austin, TX.

Candidates should have a HS Diploma and 0-1 years of customer service or help desk experience. Strong communication and ability to guide customers through steps are essential.