Junior Help Desk Specialist - ITIL-Savvy User Support

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

Job summary

ASM Research, An Accenture Federal Services Company, seeks a Help Desk Associate to support multiple applications and serve as the initial contact for user inquiries. You will perform basic problem analyses, triage issues, document incidents, and ensure account information is accurate and complete.

Responsibilities include data collection, liaison with developers, escalation as needed, maintaining FAQs, and contributing to manuals and reports.

Qualifications

• Bachelor's degree with 1 year of related experience or 5 years of relevant experience or Associates + 3 years experience.
• Current secret security clearance required.
• Proficiency with Microsoft Office and Internet Explorer; typing speed and accuracy essential.
• Strong interpersonal and communications skills.
• Ability to guide customers and control phone conversations.
• Ability to provide step-by-step instructions and clearly express ideas.
• Team-oriented and able to work with others.
• Willingness to learn new applications and adapt to changes.
• Ability to multitask and be flexible and dependable.
• Strong active listening skills; avoid interrupting and ask clarifying questions.

Responsibilities

• Provide first-contact help desk support for multiple applications.
• Perform basic user-problem analyses and initial triage; escalate to technical staff as needed.
• Collect screenshots and data, liaise between client and program developers.
• Document problems; create incidents and ensure accuracy of account information.
• Maintain FAQ logs and assist with official answers and stakeholder distribution.
• Contribute to procedure manuals and help desk documentation.
• Assist in user satisfaction surveys and trend analyses; suggest improvements.

Skills

Microsoft Suite

Interpersonal communication

Phone conversations

Multi-tasking

Active listening

Learning new applications

Education

Bachelor's degree

Secret security clearance

Tools

Internet Explorer

Job description

ASM Research, An Accenture Federal Services Company, seeks a Help Desk Associate to support multiple applications and serve as the initial contact for user inquiries. You will perform basic problem analyses, triage issues, document incidents, and ensure account information is accurate and complete.

Responsibilities include data collection, liaison with developers, escalation as needed, maintaining FAQs, and contributing to manuals and reports.