Help Desk Specialist I: Entry-Level IT Support & Troubleshooting

ASM Research, An Accenture Federal Services Company; Indianapolis (IN); On-site; USD 28,000 - 33,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company seeks a help desk/customer service professional in Indianapolis to assist users across multiple applications. You will perform basic problem analyses, triage issues, collect data, and coordinate with developers to resolve inquiries.

The role emphasizes strong communication, multitasking, and the ability to guide customers through step-by-step solutions while collaborating with teammates in a fast-paced IT environment.

Qualifications

• Knowledge of and ability to use computers, including the Microsoft Suite and Internet Explorer.
• Must have strong interpersonal and communications skills.
• Must be confident in ability to control phone conversations and guide customers.
• Ability to provide step-by-step instructions and clearly express ideas and solutions to customers and colleagues.
• 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.
• Must be flexible and dependable.
• Strong active listener, giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times, preferred.
• Prior military experience or knowledge is helpful but not required.
• Knowledge of ITIL framework and processes preferred.

Responsibilities

• Performs basic user-problem analyses for the help desk and triages issues to appropriate staff.
• Collects data for troubleshooting and acts as liaison between client and program developers.
• Escalates to next level support when needed and documents issues.
• Maintains logs of FAQs and help desk documentation for users.
• Contributes to procedure manuals and periodic user satisfaction surveys.
• Assists in creating reports based on user surveys and trend analyses.
• Works in a team-oriented environment to resolve customer inquiries.

Skills

Microsoft Suite

Typing speed

Interpersonal skills

Communication

Phone control

Step-by-step instructions

Presentation skills

Teamwork

Learning agility

Multitasking

Flexibility

Active listening

ITIL knowledge

Military experience helpful

Education

HS Diploma

Tools

Microsoft Office

Internet Explorer

Job description

ASM Research, An Accenture Federal Services Company seeks a help desk/customer service professional in Indianapolis to assist users across multiple applications. You will perform basic problem analyses, triage issues, collect data, and coordinate with developers to resolve inquiries.

The role emphasizes strong communication, multitasking, and the ability to guide customers through step-by-step solutions while collaborating with teammates in a fast-paced IT environment.