IT Help Desk Specialist — User Support & Troubleshooting

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

Job summary

ASM Research, An Accenture Federal Services Company, is seeking a help desk professional to provide basic user problem analysis and prompt resolution for multiple applications. The role involves collecting data, triaging issues, and liaising between users and developers to ensure accurate incident records and effective support.

Strong communication and multitasking will be essential. Minimum qualifications include a high school diploma and 0-1 years in customer service or help desk.

Qualifications

• HS Diploma required.
• 0-1 years of customer service and/or help desk experience.

Responsibilities

• Performs basic user-problem analyses for the help desk and assists with monitoring network management systems.
• Collects screenshots and data for troubleshooting and liaises between client and program developers.
• Performs initial problem analysis and escalates to next level support when appropriate.
• Coordinates efforts with staff associates and subject matter experts to resolve problems.
• Assists in documenting FAQs and contributing to procedure manuals and user satisfaction surveys.

Skills

Interpersonal communication

Customer service

Multi-tasking

Active listening

Typing

Microsoft Office Suite

Phone etiquette

Education

HS Diploma

Tools

Microsoft Office Suite

Internet Explorer

Job description

ASM Research, An Accenture Federal Services Company, is seeking a help desk professional to provide basic user problem analysis and prompt resolution for multiple applications. The role involves collecting data, triaging issues, and liaising between users and developers to ensure accurate incident records and effective support.

Strong communication and multitasking will be essential. Minimum qualifications include a high school diploma and 0-1 years in customer service or help desk.