Help Desk Technician: IT Support & Troubleshooting

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

Job summary

ASM Research, an Accenture Federal Services company, is seeking a Help Desk Analyst in Madison, WI to provide first-line user support for multiple applications. You will triage issues, document problems, and coordinate with developers to resolve inquiries from users.

You will collect data, create incidents, and assist in maintaining FAQs and user guides. Strong communication skills, IT familiarity, and the ability to multi-task are essential for success in this team.

Qualifications

• Bachelor's degree and 1 year of related experience or 5 years of relevant experience or Associates + 3 years experience
• Candidates must have a current secret security clearance

Responsibilities

• Provide basic user-problem analyses for the help desk
• Assist with monitoring network management systems and respond to requests
• Collect screenshots and data for troubleshooting; liaise between client and developers
• Perform initial problem analysis and escalate to technical staff when appropriate
• Coordinate with staff and SMEs to resolve problems; log and track requests
• Resolve basic questions related to account administration, system navigation/functionality, access and FAQs
• Assist in compiling and maintaining an FAQ log and distribute official answers
• Contribute to preparation of help desk procedure manuals and documentation
• Assist in periodic user satisfaction surveys and track problem trends
• Recommend improvements to help desk and create reports from surveys

Skills

Microsoft Suite

Interpersonal communication

Phone communication

Step-by-step instructions

Presentation skills

Team player

Multi-tasking

Adaptability

Active listening

ITIL knowledge

Education

Bachelor's degree / 1 year related experience or 5 years relevant experience or Associate + 3 years

Job description

ASM Research, an Accenture Federal Services company, is seeking a Help Desk Analyst in Madison, WI to provide first-line user support for multiple applications. You will triage issues, document problems, and coordinate with developers to resolve inquiries from users.

You will collect data, create incidents, and assist in maintaining FAQs and user guides. Strong communication skills, IT familiarity, and the ability to multi-task are essential for success in this team.