Help Desk Associate: IT Support & Troubleshooting Pro

asmexternalcareersite; United States; Remote; USD 42,000 - 56,000; Full time

Job summary

ASM Research seeks a Help Desk Support professional to assist users with multiple software applications, perform basic problem analyses, and triage issues for escalation when appropriate.

The role requires strong communication, interpersonal skills, and the ability to document incidents and maintain accurate customer contracts. A HS diploma and 0–1 year experience are expected, with a team-oriented, flexible approach to daily tasks.

Qualifications

• High school diploma required; 0–1 year help desk or customer service experience.
• Proficiency with Microsoft Office and basic internet navigation.
• Strong interpersonal and verbal/written communication skills.
• Ability to provide step-by-step instructions and multi-tasking.

Responsibilities

• Respond to user inquiries for multiple applications and triage issues.
• Collect data and logs, document problems, and create incidents.
• Escalate complex issues to senior support staff as needed.
• Coordinate with staff and SME to resolve problems and track requests.
• Assist in creating FAQs and help desk procedures.
• Support user satisfaction surveys and report trends.

Skills

Customer Service

Communication

Interpersonal Skills

Active Listening

Typing Speed

Teamwork

Problem Solving

Multi-tasking

Phone Etiquette

ITIL basics

Education

HS Diploma

Tools

Microsoft Suite

Internet Explorer

Job description

ASM Research seeks a Help Desk Support professional to assist users with multiple software applications, perform basic problem analyses, and triage issues for escalation when appropriate.

The role requires strong communication, interpersonal skills, and the ability to document incidents and maintain accurate customer contracts. A HS diploma and 0–1 year experience are expected, with a team-oriented, flexible approach to daily tasks.