Help Desk Specialist

Job Description

Supports one or more Help Desk systems developed and operated by ASM Research. Participates as a member of a team that handles inquiries from users for multiple applications. Assesses the customers’ issue, performs initial triage, documents the problem, creates an incident and ensures the customer contract information is accurate and complete.

Job Responsibilities

• Performs a variety of 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 use in troubleshooting, then acts as a liaison between the client and program developers.
• Performs initial problem analysis and triages problem 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.
• Responsible for knowing when to escalate an incident, resolves basic questions to problems associated with account administration, system navigation / functionality, access and FAQs.
• Assists with compiling and regularly maintaining a log of Frequently Asked Questions (FAQ) originating with all categories of users. Assists with providing and managing official answers to all FAQs and distributing same to all interested stakeholders.
• Contributes to the preparation of procedure manuals and documentation for help desk use.
• Makes recommendations for improvements to help desk and assists with creating reports based on information provided from user surveys and trend analyses.

Minimum Qualifications

HS Diploma and four years of relevant experience or Bachelor's Degree and one year of relevant experience

Active Secret Clearance

Relevant Work Experience : 0-2 years of customer service experience.1-3 years as a Customer Service Representative or Help Desk operator preferred. Other Job Specific Skills