Help Desk Specialist I - IT Support & Client Liaison

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

Job summary

ASM Research, An Accenture Federal Services Company, is seeking a Help Desk Analyst in Juneau, AK. You will join a team handling user inquiries for multiple applications and perform basic problem analysis to ensure incidents are documented accurately.

The role emphasizes customer service, data collection for troubleshooting, and collaboration with SMEs. A current secret clearance is required; hours are 10P-6A CT Sun-Thurs.

Qualifications

• Bachelor's degree with 1 year of related experience, or 5 years of relevant experience, or an Associates degree with 3 years experience.
• Candidate must have a current secret security clearance.
• Hours are 10P-6A CT Sun-Thurs.

Responsibilities

• Performs basic user-problem analyses for the help desk and assists with monitoring the network management systems.
• Collects screenshots and data for troubleshooting, then acts as liaison between the client and program developers.
• Performs initial problem analysis and triage, escalates to technicians when appropriate.
• Coordinates efforts with staff and subject matter experts to resolve problems; logs and tracks requests as primary user contact.
• Assists with compiling and maintaining a log of FAQs and distributing official answers to stakeholders.
• Contributes to the preparation of procedure manuals for help desk use.
• Makes recommendations for improvements and assists with reporting based on user surveys.

Skills

Customer service

Interpersonal skills

Phone etiquette

Clear communication

Instruction delivery

Team player

Multi-tasking

Active listening

Learning new applications

Education

Bachelor's degree

Associate's degree

Tools

Microsoft Office

Internet Explorer

Job description

ASM Research, An Accenture Federal Services Company, is seeking a Help Desk Analyst in Juneau, AK. You will join a team handling user inquiries for multiple applications and perform basic problem analysis to ensure incidents are documented accurately.

The role emphasizes customer service, data collection for troubleshooting, and collaboration with SMEs. A current secret clearance is required; hours are 10P-6A CT Sun-Thurs.