Help Desk Specialist I: Frontline IT Support

ASM Research, An Accenture Federal Services Company; Montpelier (VT); On-site; USD 27,000 - 34,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company is seeking a Help Desk Support role in Montpelier, VT. The candidate will perform basic user problem analyses for the help desk, triage issues, collect data, and act as a liaison between the client and developers to resolve problems.

Minimum qualifications include a HS diploma and 0-1 year of customer service or help desk experience. Strong communication, typing, and interpersonal skills are essential for success in a team environment.

Qualifications

• HS Diploma
• 0-1 years of customer service or help desk experience
• Familiarity with Microsoft Office suite and basic IT concepts
• Strong interpersonal and communication skills
• Ability to guide customers with step-by-step instructions
• Willingness to learn new software applications and processes
• Knowledge of ITIL framework is preferred

Responsibilities

• Provide basic user-problem analyses for the help desk
• Triagize and escalate complex issues to technical staff
• Gather data and screenshots for troubleshooting
• Liaise between client and program developers to resolve issues
• Log and track requests and verify accuracy of customer contact information
• Support monitoring of network management systems and respond promptly to customer requests

Skills

Customer service

Help desk

Interpersonal skills

Communication skills

Typing

Teamwork

MS Office

IT knowledge

Active listening

Client liaison

Education

High school diploma

Tools

Microsoft Suite

Internet Explorer

Job description

ASM Research, An Accenture Federal Services Company is seeking a Help Desk Support role in Montpelier, VT. The candidate will perform basic user problem analyses for the help desk, triage issues, collect data, and act as a liaison between the client and developers to resolve problems.

Minimum qualifications include a HS diploma and 0-1 year of customer service or help desk experience. Strong communication, typing, and interpersonal skills are essential for success in a team environment.