Help Desk Specialist I: IT Support & User Experience

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

Job summary

ASM Research, An Accenture Federal Services Company, seeks an entry-level to mid-level Help Desk professional in Michigan. You will analyze basic user problems for the help desk, triage issues, document incidents, and ensure customer contract information remains accurate.

You will collect data, liaise between the client and developers, escalate when needed, and assist in creating FAQs and procedure manuals. Strong communication and teamwork are essential.

Qualifications

• Bachelor's degree with 1 year related experience, or 5 years relevant experience, or associate degree with 3 years experience.
• Current secret security clearance required.

Responsibilities

• Handle basic user problem analyses for the help desk.
• Assist with monitoring network management systems and respond to requests.
• Collect data for troubleshooting and liaise between client and developers.
• Perform initial problem analysis and escalate to technical staff when appropriate.
• Coordinate with staff and SMEs to resolve problems and log requests for assistance.
• Assist with account administration, system navigation, access and FAQs.
• Help compile and regularly maintain a log of FAQs and distribute answers.
• Contribute to procedure manuals and documentation for help desk use.
• Conduct periodic user satisfaction surveys and track user problem trends.
• Recommend improvements and create reports from surveys and trends.

Skills

Interpersonal skills

Communication skills

Typing speed

Strong phone etiquette

Customer guidance

Active listening

Team player

Learning new software

Multi-tasking

Flexibility

Dependability

Military experience helpful

ITIL familiarity (preferred)

Education

Bachelor's degree + 1 year related experience

Associate + 3 years experience

5 years relevant experience

Tools

Microsoft Office

Internet Explorer

Job description

ASM Research, An Accenture Federal Services Company, seeks an entry-level to mid-level Help Desk professional in Michigan. You will analyze basic user problems for the help desk, triage issues, document incidents, and ensure customer contract information remains accurate.

You will collect data, liaise between the client and developers, escalate when needed, and assist in creating FAQs and procedure manuals. Strong communication and teamwork are essential.