Help Desk Specialist 1

$34,403 - $45,760/Yr

Accenture - San Antonio, TX

Full-time - Entry Level

San Antonio, TX

Professional, Scientific, and Technical Services

About the position

The Help Desk Specialist 1 at ASM Research is responsible for providing support for software applications, handling user inquiries, and performing basic problem analyses. This role involves acting as a liaison between users and developers, ensuring accurate documentation of issues, and maintaining user satisfaction through effective communication and problem resolution.

Responsibilities

• Support one or more software applications developed and operated by ASM Research.
• Handle inquiries from users for multiple applications and perform basic user-problem analyses.
• Monitor network management systems and respond promptly to customer requests and issues.
• Collect data for troubleshooting and act as a liaison between clients and program developers.
• Perform initial problem analysis and escalate issues to next level support when necessary.
• Coordinate efforts with staff and subject matter experts to resolve problems.
• Log and track requests for assistance related to the application as a primary user contact.
• Resolve basic questions related to account administration, system navigation, and FAQs.
• Compile and maintain a log of Frequently Asked Questions (FAQ) and manage official answers.
• Contribute to the preparation of procedure manuals and documentation for help desk use.
• Conduct periodic user satisfaction surveys and track user problem trends.
• Make recommendations for improvements to the help desk and assist in creating reports based on user feedback.

Requirements

• High School Diploma
• 0-1 years of customer service and/or help desk experience
• Active secret security clearance
• Knowledge of and ability to use computers, including Microsoft Suite and Internet Explorer
• Strong interpersonal and communication skills
• Ability to provide step-by-step instructions and express ideas clearly
• Well-developed presentation, telephone, and writing skills
• Ability to work in a team-oriented environment
• Ability to learn new computer applications
• Ability to multi-task
• Flexibility and dependability
• Strong active listening skills

Nice-to-haves

• Prior military experience or knowledge
• Knowledge of ITIL framework and processes

Benefits

• Compensation ranges based on multiple factors including location, skill set, and experience.