Junior Help Desk Specialist – IT Support & Customer Care

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 support specialist to handle inquiries for multiple applications. You will perform basic user-problem analyses, triage issues, collect troubleshooting data, and act as a liaison between clients and developers.

The role requires strong communication, ability to guide customers, and a willingness to learn new applications. A HS Diploma and 0–1 year experience are expected.

Qualifications

• Knowledge of and ability to use computers, including the Microsoft Suite and Internet Explorer.
• Strong interpersonal and communications skills.
• Must be confident in ability to control phone conversations and guide customers.
• Ability to provide step-by-step instructions and clearly express ideas and solutions to customers and colleagues.
• Well-developed presentation, telephone and writing skills.

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 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.

Skills

Microsoft Suite

Typing speed

Interpersonal skills

Phone conversation control

Multi-tasking

ITIL knowledge

Education

HS Diploma

Tools

None

Job description

ASM Research, An Accenture Federal Services Company is seeking a help desk support specialist to handle inquiries for multiple applications. You will perform basic user-problem analyses, triage issues, collect troubleshooting data, and act as a liaison between clients and developers.

The role requires strong communication, ability to guide customers, and a willingness to learn new applications. A HS Diploma and 0–1 year experience are expected.