Help Desk Specialist I: IT Support & Customer Care

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

Job summary

ASM Research, An Accenture Federal Services Company, seeks a help desk associate to support user inquiries across multiple applications. You will perform initial triage, document problems, create incidents, and ensure contract information is accurate and complete.

The role emphasizes clear communication and teamwork with developers and customers. Minimum qualifications include a high school diploma and 0–1 year of customer service or help desk experience.

Qualifications

• HS Diploma required.
• 0–1 years of customer service and/or help desk experience.
• Strong interpersonal and communications skills.
• Must be able to use computers, including the Microsoft Suite and Internet Explorer.
• Ability to multi-task and learn new computer applications.

Responsibilities

• Performs basic user-problem analyses for the help desk; assists with monitoring the network management systems and ensures a prompt and appropriate response to customer requests and issues.
• Collects screenshots and data for troubleshooting, then acts as a liaison between the client and program developers.
• Performs initial problem analysis and escalates to next level support when appropriate.
• Coordinates efforts with staff associates and subject matter experts to resolve problems; logs and tracks requests for assistance.
• Responsible for knowing when to escalate issues and ensuring customer contract information is accurate and complete.

Skills

Customer service

Interpersonal skills

Communication skills

Typing speed

Phone etiquette

Teamwork

Multi-tasking

Education

HS Diploma

Tools

Microsoft Office

Internet Explorer

Job description

ASM Research, An Accenture Federal Services Company, seeks a help desk associate to support user inquiries across multiple applications. You will perform initial triage, document problems, create incidents, and ensure contract information is accurate and complete.

The role emphasizes clear communication and teamwork with developers and customers. Minimum qualifications include a high school diploma and 0–1 year of customer service or help desk experience.