Help Desk Specialist – Tier 1

shift 6:00 am to 2:30 pm Monday - Friday

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.

Key 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.

Required Qualifications

• 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.

Preferred Qualifications

• 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.

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.