Help Desk Analyst - Tier 1.Juneau, AK

Job Overview

Help Desk Analyst - Tier 1.5 job at ASM Research, An Accenture Federal Services Company. Juneau, AK. As a Help Desk Analyst within the Defense Army Account's ITSM team, you will be at the forefront of technical support, playing a crucial role in maintaining the efficiency of multiple SAP ERP systems. Your daily responsibilities will include addressing a wide range of incidents and managing service requests through the Service Now ticketing platform.

This position requires a proactive approach to problem‑solving and the ability to prioritize tasks effectively in a dynamic environment. Your goal will be to ensure that system users experience minimal disruption and receive timely support to continue their critical operations.

To do well in this role, familiarity with IT Service Management (ITSM) principles and a strong foundation in SAP ERP systems will be highly beneficial. You should be comfortable navigating Service Now, as it will be your primary tool for tracking and resolving tickets. Additionally, a knack for clear communication and a patient demeanor will serve you well when interacting with system users who may be experiencing stress due to technical issues.

Your ability to translate complex technical language into user‑friendly terms will be key in providing exceptional service. The ideal candidate will bring a history of successful IT support, particularly within a defense or similar high‑security context. Experience in a fast‑paced, high‑stakes environment where attention to detail and swift resolution of issues are important skills to success. You should be someone who thrives in a team setting yet is capable of independent decision‑making working one‑on‑one with end users.

A track record of continuous learning and adapting to new technologies will demonstrate your commitment to personal and professional growth, ensuring that you stay ahead in a field that is constantly evolving.

• Provide support for multiple SAP ERP systems
• Handle incidents and service requests using Service Now ticketing
• Collaborate with the Defense Army Account within ITSM
• Troubleshoot and resolve technical issues
• Communicate effectively with end users to provide assistance and guidance
• Support with knowledge management, quality assurance, reporting insights, as needed
• Attains a minimum of 85.5% of working hours each day in an available state while logged into the telephone ACD queue; must log in promptly at designated work hours.
• Receives and logs customer problem/request/issues and ensures proper documentation as it relates to specialized field which may include Network Security, incident management, or similar technical related issues.
• Performs initial level of problem identification and attempts to resolve using provided knowledge articles when appropriate otherwise contacts senior team member to assist.
• Monitors and tracks incidents in area of specialty to ensure resolution occurs within the customer Service Level Agreement by documenting all troubleshooting efforts in problem ticket and makes prompt notification to responsible party for resolution in order to minimize the amount of time taken to resolve customer issues.
• Performs incident notification and escalation to ensure problems/request/issues are communicated effectively and receiving proper management attention.
• Performs follow up on all incidents with customer to ensure customer satisfaction.
• Maintains knowledge of the problem tracking software and database.
• Maintains knowledge of customer and customer specific business environment. Maintains an understanding of customer Service Level Agreements.
• Develops and maintains technical skills and understanding of supported clients with the Service Desk to achieve problem resolution goals.
• Participates in operational readiness testing for new business transition activities as required.
• Seeks opportunities to improve knowledge, skills and performance and is receptive to constructive criticism.

• High School Diploma or GED.
• -2-5 years of applicable work experience
• - 1-3 years ITIL experience
• Clearance Level - Secret

• SAP ERP hands on experience…