Help Desk Specialist – Tier 1

ASM Research • Remote,

3d • Onsite

About The Position

The Help Desk Specialist – Tier 1 provides first-contact support for users of enterprise business applications during the established service coverage window. The role receives, documents, categorizes, and resolves routine user requests while delivering clear, professional support and maintaining a high-quality customer experience. This position uses established knowledge articles, ticketing procedures, and escalation paths to resolve common issues involving account access, application navigation, system functionality, and frequently asked questions. The Help Desk Specialist will support users navigating Oracle Fusion Cloud applications and the Redwood interface, including quarterly user-interface changes.

Requirements

• Associate’s degree in Information Technology, Computer Science, or a related technical field, or equivalent relevant experience.
• At least 1 year of customer service, service desk, help desk, or comparable end-user support experience.
• Demonstrated ability to communicate clearly and professionally in writing and verbally with users, colleagues, and technical support personnel.
• Experience creating, updating, or tracking support tickets in Jira or a comparable ticketing system.
• Ability to assess routine user issues, collect relevant details, follow established troubleshooting procedures, and determine when escalation is necessary.
• U.S. citizenship is required.

Nice To Haves

• Exposure to Oracle Fusion Cloud application navigation and the Redwood user interface.
• Experience supporting users through application user-interface changes, system updates, or quarterly release cycles.
• Familiarity with knowledge management practices, including using and improving knowledge articles and frequently asked question resources.
• Familiarity with ITIL concepts, incident management, service delivery, or help desk escalation procedures.

Responsibilities

• Serve as the first point of contact for end users, providing timely intake, triage, categorization, documentation, and resolution of service requests and incidents.
• Resolve routine user questions and issues related to account administration, access, application navigation, functionality, and frequently asked questions.
• Create, update, and manage tickets in Jira, ensuring requests contain complete, accurate, and actionable information for resolution or escalation.
• Apply approved knowledge articles, troubleshooting procedures, and standard operating practices to achieve first-contact resolution whenever possible.
• Escalate incidents to Tier 2 or other technical support teams when issues require additional technical analysis, while maintaining ownership of user communication and ticket status.
• Guide users through Oracle Fusion Cloud application navigation and the Redwood interface in a clear, patient, and step-by-step manner.
• Assist users in adapting to quarterly user-interface changes by explaining new navigation paths, available features, and updated business processes.
• Document recurring issues, frequently asked questions, user feedback, and potential knowledge-base improvements to support service quality and continuous improvement.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree