IT Operations Sr. Analyst

At Accenture Federal Services, nothing matters more than helping the US federal government make the nation stronger and safer and life better for people. Our 13,000+ people are united in a shared purpose to pursue the limitless potential of technology and ingenuity for clients across defense, national security, public safety, civilian, and military health organizations.   Join Accenture Federal Services to do the work you love in an inclusive, collaborative, and caring community, where you can be empowered to grow, learn and thrive through hands-on experience, certifications, industry training and more.   Join us to drive positive, lasting change that moves missions and the government forward!  

You Are:

The IT Operations Sr. Analyst will provide technical support to Accenture Federal Services (AFS) people in the San Antonio, TX office, as well as remote support around the US, to ensure that IT services are delivered to meet business needs.

Key Responsibilities:

• Provide on-site support primarily at the San Antonio AFS office, other locations as necessary.
• 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. Work with Senior Tech from other locations (Glebe, St. Louis, Chantilly).
• 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 Walk-Up window and escalated incidents
• Answer questions asked by customers, providing guidance and/or training as needed
• Troubleshoot hardware and software issues reported by AFS customers
• Seek assistance and escalate tickets as necessary
• Perform hardware repairs, working with vendors as necessary
• Printer support, includes configuring and managing printers as well as troubleshoot issues
• Be self-sufficient when providing support
• Develop an understanding of operational processes (new hires, borrowed, transfers, terminations)
• 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

Here's What You Need:

• US Citizenship required
• 3 years of experience providing customer service
• 2 years of experience support/troubleshooting Microsoft Windows 11
• 2 years of experience support/troubleshooting Microsoft O365

Bonus Points if you have: 

• Proven ability to work independently and as a team member
• Good communication (oral and written) and interpersonal skills
• Good organization, multi-tasking, and time-management skills
• Strong attention to detail and excellent customer service
• Experience with Active Directory, Azure, JAMF Pro
• CompTIA A+ certification
• Microsoft Desktop certification(s)
• Mobile device (Android, iOS) support
• Experience repairing Dell laptops
• Experience with remote management of printers, Konica Printers preferred
• Previous work on US Federal engagements
• Previous experience working with security compliance on laptops and other Endpoint devices

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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, Hawaii, Illinois, Maryland, Minnesota, New York, 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