Help Desk Specialist I: IT Support & Troubleshooting

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

Job summary

ASM Research, An Accenture Federal Services Company, seeks a help desk associate to support multiple applications and serve as the first point of contact for user inquiries. You will perform basic problem analysis, triage issues, and coordinate with clients and developers to resolve problems.

The role requires a HS Diploma and 0–1 year in customer service or help desk, with strong communication, typing, and teamwork abilities.

Qualifications

• HS Diploma required.
• 0–1 year of customer service or help desk experience.
• Familiarity with Microsoft Office and Internet Explorer.
• Strong interpersonal and communication skills.
• Ability to guide customers with clear, step-by-step instructions.
• Ability to multi-task and work in a team.
• Prior military experience or ITIL knowledge is helpful.

Responsibilities

• Perform basic user-problem analyses for the help desk and triage issues.
• Collect data and screenshots for troubleshooting and coordinate with clients and developers.
• Escalate complex issues to higher level support when appropriate.
• Log and track requests and ensure accurate customer contract information.
• Maintain prompt and professional communication with users.

Skills

Customer service

Communication skills

Typing

Multitasking

Team collaboration

ITIL knowledge (preferred)

Education

High School Diploma

Tools

Microsoft Office

Internet Explorer

Job description

ASM Research, An Accenture Federal Services Company, seeks a help desk associate to support multiple applications and serve as the first point of contact for user inquiries. You will perform basic problem analysis, triage issues, and coordinate with clients and developers to resolve problems.

The role requires a HS Diploma and 0–1 year in customer service or help desk, with strong communication, typing, and teamwork abilities.