Help Desk Specialist I - IT Support & Troubleshooting

ASM Research, An Accenture Federal Services Company; Concord (NH); On-site; USD 26,000 - 34,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, seeks a Help Desk Support professional to assist users across multiple applications. You will perform basic problem analyses, triage issues, and document incidents as the primary contact.

You will collect data for troubleshooting, liaise between clients and developers, and help maintain FAQs and user guides. The role requires strong communication, interpersonal skills, and the ability to work well in a team.

Qualifications

• HS Diploma required.
• 0–1 year of customer service and/or help desk experience.
• Strong interpersonal and communication skills.
• Ability to provide clear, step-by-step instructions to customers.
• Well-developed presentation, telephone and writing skills.

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 a liaison between the client and program developers.
• Performs initial problem analysis of the more basic applications and modules, escalates to next level support and triages to technical staff when appropriate.
• Coordinates efforts with staff associates and subject matter experts to resolve problems; logs and tracks requests for assistance related to the application as a primary user contact.
• Responsible for knowing when to elevate an incident, resolves basic questions to problems associated with account administration, system navigation/functionality, access and FAQs.
• Assists with compiling and regularly maintaining a log of Frequently Asked Questions (FAQ) originating with all categories of users. Assists with providing and managing official answers to all FAQs and distributing same to all interested stakeholders.
• Contributes to the preparation of procedure manuals and documentation for help desk use.
• Assists in conducting periodic user satisfaction surveys and tracking user problem trends.

Skills

Microsoft Suite

Typing

Interpersonal skills

Communication skills

Phone etiquette

Step-by-step instructions

Presentation skills

Teamwork

Multi-tasking

Flexibility

Active listening

Military knowledge

ITIL knowledge

Internet Explorer

MS Office

Education

HS Diploma

Tools

Internet Explorer

MS Office

Job description

ASM Research, An Accenture Federal Services Company, seeks a Help Desk Support professional to assist users across multiple applications. You will perform basic problem analyses, triage issues, and document incidents as the primary contact.

You will collect data for troubleshooting, liaise between clients and developers, and help maintain FAQs and user guides. The role requires strong communication, interpersonal skills, and the ability to work well in a team.