Help Desk Specialist I

ASM Research•Remote,

About The Position

Supports one or more software applications developed and operated by ASM Research as part of a team handling user inquiries across multiple applications. Performs basic help desk analysis, assesses customer issues, conducts initial triage, documents problems, creates incidents, and ensures customer contract information is accurate and complete. The role also supports network management monitoring, troubleshooting, escalation, user communications, FAQ management, procedure documentation, user satisfaction surveys, and help desk improvement recommendations.

Requirements

Bachelor’s degree and 1 year of related experience, or 5 years of relevant experience, or an associate degree and 3 years of experience.
Current secret security clearance.
Knowledge of and ability to use computers, including Microsoft Suite and Internet Explorer.
Ability to type quickly and accurately.
Strong interpersonal and communication skills.
Confidence controlling phone conversations and guiding 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.
Ability to work in a team-oriented environment.
Ability to learn new computer applications and continually learn changes to those applications.
Ability to multitask.
Flexibility and dependability.

Nice To Haves

Strong active-listening skills, including giving others full attention, understanding their points, asking appropriate questions, and avoiding inappropriate interruptions.
Prior military experience or knowledge.
Knowledge of ITIL framework and processes.

Responsibilities

Perform basic user-problem analyses and assist with monitoring network management systems, ensuring prompt and appropriate responses to customer requests and issues.
Collect screenshots and other troubleshooting data and act as a liaison between clients and program developers.
Conduct initial analysis of basic applications and modules, escalating to next-level support and triaging issues to technical staff when appropriate.
Coordinate with staff associates and subject matter experts to resolve problems; log and track assistance requests as a primary user contact.
Determine when incidents should be escalated and resolve basic issues related to account administration, system navigation and functionality, access, and FAQs.
Assist in compiling and maintaining a log of FAQs from all user categories, managing official answers, and distributing them to stakeholders.
Contribute to preparing help desk procedure manuals and documentation.
Assist with periodic user satisfaction surveys and track user problem trends.
Recommend help desk improvements and assist in creating reports based on user surveys and trend analyses.
Document problems, create incidents, and ensure customer contract information is accurate and complete.