Help Desk Associate - IT Support & Troubleshooting

ASM Research, An Accenture Federal Services Company; Trenton (NJ); On-site; USD 26,000 - 34,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, is seeking a help desk support specialist to perform basic user-problem analyses and triage. You will collect data and screenshots for troubleshooting and liaise between clients and developers to resolve issues.

The role emphasizes strong communication, rapid problem analysis, and effective guidance to customers, with a focus on teamwork and learning new applications.

Qualifications

• HS Diploma and 0–1 year of customer service or help desk experience.
• Proficient with Microsoft Office and basic internet usage.
• Strong interpersonal and communication skills.
• Ability to guide customers with clear step-by-step instructions.
• Ability to learn new applications and adapt to changes.
• Team-oriented with good listening skills.

Responsibilities

• Perform basic user-problem analyses for the help desk and triage to technical staff.
• Collect screenshots and data for troubleshooting and liaise with clients and developers.
• Coordinate with staff and SMEs to resolve problems and log requests.
• Ensure incident and contract information is accurate and complete.

Skills

MS Office

Typing speed

Interpersonal skills

Communication skills

Phone etiquette

Teamwork

ITIL knowledge

Education

HS Diploma

Tools

Microsoft Suite

Internet Explorer

Job description

ASM Research, An Accenture Federal Services Company, is seeking a help desk support specialist to perform basic user-problem analyses and triage. You will collect data and screenshots for troubleshooting and liaise between clients and developers to resolve issues.

The role emphasizes strong communication, rapid problem analysis, and effective guidance to customers, with a focus on teamwork and learning new applications.