Help Desk Specialist I — ITIL & User Support

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

Job summary

ASM Research, an Accenture Federal Services company, is seeking a Help Desk Associate to handle user inquiries for multiple applications. You will perform basic problem analyses, triage incidents, collect data for troubleshooting, and act as a liaison between clients and developers.

Candidates must have a current secret security clearance and a Bachelor's or Associates degree with related experience. Strong communication, teamwork, and IT literacy are essential for success.

Qualifications

• Bachelor's degree or equivalent experience; 1 year related experience or 5 years relevant experience; Associates + 3 years acceptable.
• Current secret security clearance is required.
• Proficient in Microsoft Suite and basic IT literacy; capable of typing accurately.
• Strong interpersonal and communication skills; ability to guide customers.
• Ability to explain steps clearly and provide written instructions.
• Teamwork and adaptability in a fast-paced help desk environment.

Responsibilities

• Provide basic user-problem analyses for help desk inquiries.
• Triages incidents and documents problems in incident management system.
• Collects data and screenshots for troubleshooting; liaises with client and developers.
• Escalates complex issues to higher level support as needed.
• Maintains FAQ logs and supports creation of official answers for stakeholders.
• Contributes to procedure manuals and user-support documentation.
• Participates in user satisfaction surveys and trend analyses.
• Produces reports from surveys and issue trends to guide improvements.

Skills

Customer support

Help desk

Interpersonal skills

Communication

Teamwork

Education

Bachelor's degree

Associates degree

Tools

Microsoft Office

Internet Explorer

Job description

ASM Research, an Accenture Federal Services company, is seeking a Help Desk Associate to handle user inquiries for multiple applications. You will perform basic problem analyses, triage incidents, collect data for troubleshooting, and act as a liaison between clients and developers.

Candidates must have a current secret security clearance and a Bachelor's or Associates degree with related experience. Strong communication, teamwork, and IT literacy are essential for success.