Accenture Federal Services IT Operations Analyst at Accenture Federal Services to provide on-site technical support primarily at Arlington AFS office. Responsible for troubleshooting, vendor coordination, and supporting C-Suite leadership.
Responsibilities
Work closely with the technical manager to resolve issues that affects overall AFS.
Work on more complex issues, including in-depth testing on various platforms to determine root cause, and work with Senior Tech from other locations (San Antonio and St. Louis).
Work with vendors such as Microsoft, Apple and Konica Minolta to troubleshoot issues
Provide technical expertise to junior techs on the team.
Provide support to C-Suite (leadership).
Develop and maintain knowledge of AFS workstations, software, standards, and policies.
Respond to assigned customer-initiated incidents and service requests.
Accurately document actions taken within tickets.
Resolve incidents and complete tasks associated with service requests within SLTs.
Follow up on tickets to ensure customer satisfaction.
Provide Endpoint Support operations support for the Solution Bar and escalated incidents.
Answer questions asked by customers, providing guidance and/or training as needed.
Qualification
Manage time and resources appropriatelyAssist with special projects as neededExperience with Active DirectoryCompTIA A+ certificationAs required by local law$65Equal Employment Opportunity StatementRequesting An Accommodation
Required
Follow defined processes and procedures where they exist, suggest creation/improvement where needed.
Correctly update asset management system as necessary.
Manage time and resources appropriately.
Maintain high customer satisfaction ratings.
Identify causes for customer dissatisfaction and recommend improvements.
Collaborate with Service Desk and other teams to resolve incident.
Assist with special projects as needed.
Minimum 2 years experience support/troubleshooting Microsoft Windows 10 and Microsoft Office 2016
Minimum 3 years experience providing customer service
Proven ability to work independently and as a team member
Experience with Active Directory, Azure, Jamf Pro
CompTIA A+ certification
Preferred
As required by local law, Accenture Federal Services provides reasonable ranges of compensation for hired roles based on labor costs in the states of California, Colorado, Connecticut, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Ohio, Vermont, Virginia, Washington, and the District of Columbia. The base pay range for this position in these locations is shown below. Compensation for roles at Accenture Federal Services varies depending on a wide array of factors, including but not limited to office location, role, skill set, and level of experience. Accenture Federal Services offers a wide variety of benefits. You can find more information on benefits here. We accept applications on an on-going basis and there is no fixed deadline to apply.
The pay range for the states of California, Colorado, Connecticut, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Ohio, Vermont, Virginia, Washington, and the District of Columbia is:
$65,900—$120,000 USD
As a company wholly dedicated to serving the US federal government, we bring together the best talent to help reinvent how federal agencies operate and deliver greater value for their mission and the American people. We have an unwavering commitment to creating a culture in which all our people are respected, feel a sense of belonging, and have equal opportunity. As a business imperative, every person at Accenture Federal Services has the responsibility to create and sustain a culture where everyone feels welcomed and included. This is grounded in our core values and our experience that hiring and developing great people who reflect different perspectives, experiences, and backgrounds is key to driving innovation and delivering the results that our clients and the country count on.
We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. For details, view a copy of the Accenture Federal Services Equal Opportunity Policy Statement.
Accenture Federal Services is an Equal Employment Opportunity employer. Additionally, as an Affirmative Action Employer for Veterans and Individuals with Disabilities, Accenture Federal Services is committed to providing veteran employment opportunities to our service men and women.
