Help Desk Specialist I - IT Support & Troubleshooting

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

Job summary

ASM Research in Jackson, MS is seeking an entry-level Help Desk Associate to support multiple applications, perform basic user problem analyses, triage issues, document incidents, and ensure accurate customer information.

The role involves monitoring, data collection for troubleshooting, liaison between clients and developers, escalating to technical staff when needed, and contributing to FAQ and knowledge base; strong communication and typing skills required; HS Diploma and 0-1 year experience.

Qualifications

• Must have HS Diploma and 0–1 year of customer service or help desk experience.
• Proficient with Microsoft Office and comfortable using basic computer systems.
• Strong communication, active listening, and ability to guide customers through steps.

Responsibilities

• Handle inquiries for multiple applications, perform initial problem analysis and triage.
• Document incidents, create tickets, and ensure accurate customer information.
• Coordinate with staff and SMEs to resolve problems and update FAQs.

Skills

MS Office

Interpersonal skills

Typing speed

Teamwork

ITIL knowledge

Education

HS Diploma

Tools

Internet Explorer

Job description

ASM Research in Jackson, MS is seeking an entry-level Help Desk Associate to support multiple applications, perform basic user problem analyses, triage issues, document incidents, and ensure accurate customer information.

The role involves monitoring, data collection for troubleshooting, liaison between clients and developers, escalating to technical staff when needed, and contributing to FAQ and knowledge base; strong communication and typing skills required; HS Diploma and 0-1 year experience.