Help Desk Specialist I — Night-Shift IT Support (Secret Clearance)

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

Job summary

ASM Research is seeking a Help Desk Analyst to support multiple applications and serve as a primary user contact for issue resolution in a dynamic environment. You will triage problems, gather data, and escalate to technical staff as needed, while coordinating with SMEs.

Ideal candidates hold a secret clearance, have strong MS Office and IT literacy, and can thrive in a team with tight response times. Evening shifts from 10 PM to 6 AM CT are required in this role.

Qualifications

• Bachelor's degree with 1 year related experience or 5 years relevant experience or Associates + 3 years experience.
• Candidates must have a current secret security clearance.
• Hours are 10P-6A CT Sun-Thurs.

Responsibilities

• Performs basic user-problem analyses for the help desk; assists with monitoring the network management systems and ensures a prompt and appropriate response to customer requests and issues.
• Collects screenshots and other data for use in troubleshooting, then acts as a liaison between the client and program developers.
• Performs initial problem analysis of the more basic applications and modules, escalates to next level support and triages to technical staff when appropriate.
• Coordinates efforts with staff associates and subject matter experts to resolve problems; logs and tracks requests for assistance related to the application as a primary user contact.
• Responsible for knowing when to escal... questions to problems associated with account administration, system navigation/functionality, access and FAQs.
• Assists with compiling and regularly maintaining a log of Frequently Asked Questions (FAQ) originating with all categories of users. Assists with providing and managing official answers to all FAQs and distributing same to all interested stakeholders.
• Contributes to the preparation of procedure manuals and documentation for help desk use.
• Assists in conducting periodic user satisfaction surveys and tracking user problem trends.
• Makes recommendations for improvements to help desk and assists with creating reports based on information provided from user surveys and trend analyses.

Skills

Customer service

Interpersonal communication

Phone handling

Active listening

Teamwork

Multitasking

Learning new software

ITIL awareness

Education

Bachelor's degree with 1 year related experience

5 years relevant experience

Associates + 3 years experience

Tools

Microsoft Office Suite

Internet Explorer

Job description

ASM Research is seeking a Help Desk Analyst to support multiple applications and serve as a primary user contact for issue resolution in a dynamic environment. You will triage problems, gather data, and escalate to technical staff as needed, while coordinating with SMEs.

Ideal candidates hold a secret clearance, have strong MS Office and IT literacy, and can thrive in a team with tight response times. Evening shifts from 10 PM to 6 AM CT are required in this role.