Help Desk Associate — IT Support & Troubleshooting

ASM Research, An Accenture Federal Services Company; Montgomery (AL); On-site; USD 26,000 - 33,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, is seeking a help desk associate to support multiple software applications and respond to user inquiries in Montgomery, AL. You will perform basic problem analysis, triage issues, and liaise with clients and developers to resolve problems.

The role requires a HS Diploma and 0-1 years of customer service or help desk experience, along with strong communication, typing, and teamwork skills. Training on ITIL processes is a plus.

Qualifications

• HS Diploma is required.
• 0-1 years in customer service or help desk.

Responsibilities

• Performs basic user-problem analyses for the help desk and triages issues.
• Assists with monitoring network management systems and responsive handling of requests.
• Collects screenshots and data for troubleshooting and liaises with client and developers.
• Escalates more complex issues to next level support and guides technical staff.
• Coordinates with staff and subject matter experts to resolve problems and logs requests.

Skills

Interpersonal skills

Communication skills

Phone conversation control

Multi-tasking

Learn new computer applications

ITIL knowledge (preferred)

Typing speed/accuracy

Microsoft Office

Education

HS Diploma

Tools

Microsoft Office

Job description

ASM Research, An Accenture Federal Services Company, is seeking a help desk associate to support multiple software applications and respond to user inquiries in Montgomery, AL. You will perform basic problem analysis, triage issues, and liaise with clients and developers to resolve problems.

The role requires a HS Diploma and 0-1 years of customer service or help desk experience, along with strong communication, typing, and teamwork skills. Training on ITIL processes is a plus.