Help Desk Associate — IT Support (Tier 1)

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

Job summary

ASM Research, An Accenture Federal Services Company is seeking an entry-level Help Desk/Customer Service role focused on supporting multiple software applications. The position involves analyzing basic user issues, triaging requests, and documenting problems to ensure accurate customer contract information.

Responsibilities include monitoring assistance workflows, collecting data for troubleshooting, and liaising with clients and developers to resolve incidents.

Qualifications

• HS Diploma
• 0-1 years of customer service and/or help desk experience.
• Knowledge of ITIL framework and processes preferred.
• Must be able to type quickly and accurately.

Responsibilities

• Performs basic user-problem analyses for the help desk and triages issues.
• 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 and acts as a liaison between the client and program developers.
• Performs initial problem analysis and escalates to next level support when appropriate.
• Coordinates efforts with staff associates and subject matter experts to resolve problems; logs and tracks requests for assistance.

Skills

MS Office

Strong communication

Customer service

Teamwork

Active listening

Multi-tasking

Adaptability

ITIL knowledge (preferred)

Education

High School Diploma

Tools

Microsoft Office

Internet Explorer

Job description

ASM Research, An Accenture Federal Services Company is seeking an entry-level Help Desk/Customer Service role focused on supporting multiple software applications. The position involves analyzing basic user issues, triaging requests, and documenting problems to ensure accurate customer contract information.

Responsibilities include monitoring assistance workflows, collecting data for troubleshooting, and liaising with clients and developers to resolve incidents.