Help Desk Specialist I - IT Support & Troubleshooting

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

Job summary

ASM Research, An Accenture Federal Services Company, supports multiple software applications and serves as the primary user contact for inquiries.

The role performs basic user-problem analyses, triage, data collection, and coordination with developers to resolve issues. A high school diploma and 0–1 year of help desk experience are expected, with strong communication and typing skills required.

Qualifications

• HS Diploma (or equivalent) required.
• 0–1 year of customer service and/or help desk experience preferred.
• Strong interpersonal and communication skills are essential.
• Ability to provide step-by-step instructions and clearly explain solutions to customers.

Responsibilities

• Performs basic user-problem analyses for the help desk and assists with monitoring network management systems.
• Collects data and screenshots for troubleshooting and acts as liaison between client and program developers.
• Performs initial problem analysis and escalates to technical staff when appropriate.
• Coordinates with staff and subject matter experts to resolve problems and logs requests as primary contact.

Skills

Customer service

Help desk

Interpersonal skills

Communication skills

Typing speed

Ability to guide customers

Multi-tasking

Team player

Active listening

Learning new applications

Education

HS Diploma

Tools

Microsoft Office

Internet Explorer

Job description

ASM Research, An Accenture Federal Services Company, supports multiple software applications and serves as the primary user contact for inquiries.

The role performs basic user-problem analyses, triage, data collection, and coordination with developers to resolve issues. A high school diploma and 0–1 year of help desk experience are expected, with strong communication and typing skills required.