Help Desk Associate — IT Support & Troubleshooting

ASM Research, An Accenture Federal Services Company; Olympia (WA); 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 support multiple software applications and act as the first point of contact for users. You will perform initial problem analysis, document issues, triage to technical staff as needed, and coordinate with SMEs to resolve problems.

The role emphasizes clear communication, ability to guide customers through steps, strong teamwork, and a willingness to learn new tools while handling multiple tasks in a

Qualifications

• HS Diploma required.
• 0-1 years of customer service and/or help desk experience.
• Knowledge of and ability to use computers, including the Microsoft Suite and Internet Explorer.
• Strong interpersonal and communications skills.
• Ability to guide customers with step-by-step instructions and clear communication.
• Well-developed presentation, telephone and writing skills.
• Ability to work in a team-oriented environment.
• Ability to learn new computer applications and to continually learn changes to those computer applications.
• Ability to multi-task and stay flexible.

Responsibilities

• Performs basic user-problem analyses for the help desk and triages issues to the next level when needed.
• Assists with monitoring network management systems and responds promptly to customer requests.
• Collects data and screenshots for troubleshooting and acts as liaison between client and program developers.
• Logs and tracks requests and ensures customer contract information is accurate and complete.
• Coordinates with staff and SMEs to resolve problems and serve as a primary user contact.

Skills

Customer service

Help desk

Interpersonal skills

Communication skills

Phone handling

Multitasking

Teamwork

Learning new software

ITIL knowledge

Typing

Microsoft Office

Internet Explorer

Education

HS Diploma

Tools

Microsoft Office

Internet Explorer

Job description

ASM Research, an Accenture Federal Services company, is seeking a help desk professional to support multiple software applications and act as the first point of contact for users. You will perform initial problem analysis, document issues, triage to technical staff as needed, and coordinate with SMEs to resolve problems.

The role emphasizes clear communication, ability to guide customers through steps, strong teamwork, and a willingness to learn new tools while handling multiple tasks in a