Help Desk Technician I - IT Support Associate

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

Job summary

ASM Research, An Accenture Federal Services Company, seeks an entry-level help desk associate to support users across multiple applications. You will perform basic problem analyses, triage issues, document incidents, and maintain accurate customer information.

You will collect data, coordinate with SMEs, and guide customers through step-by-step instructions. Strong communication, typing speed, teamwork, and a willingness to learn are essential.

Qualifications

• HS Diploma required.
• 0-1 years of customer service or help desk experience.
• Strong interpersonal and communications skills.
• Ability to type quickly and accurately.
• Ability to provide step-by-step instructions and clearly express ideas.

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 troubleshooting, then acts as a liaison between the client and program developers.
• Performs initial problem analysis and escalates to next level support; triages to technical staff when appropriate.
• Coordinates efforts with staff associates and subject matter experts to resolve problems; logs and tracks requests for assistance as a primary contact.
• Responsible for knowing when to escalate and ensuring customer contract information is accurate and complete.

Skills

Customer service

Help desk

Interpersonal skills

Communication

Typing speed

Microsoft Office

MS Internet Explorer

Teamwork

Multi-tasking

Active listening

ITIL knowledge

Education

HS Diploma

Tools

ITIL framework knowledge

Job description

ASM Research, An Accenture Federal Services Company, seeks an entry-level help desk associate to support users across multiple applications. You will perform basic problem analyses, triage issues, document incidents, and maintain accurate customer information.

You will collect data, coordinate with SMEs, and guide customers through step-by-step instructions. Strong communication, typing speed, teamwork, and a willingness to learn are essential.