User Support Specialist

<div class="content-intro"><div> <div>&nbsp;</div> <div>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.&nbsp;</div> <div>&nbsp;</div> <div>Join Accenture Federal Services, a technology company within global Accenture. Recognized as a Glassdoor Top 100 Best Place to Work, we offer a collaborative and caring community where you feel like you belong and are empowered to grow, learn and thrive through hands-on experience, certifications, industry training and more.&nbsp;</div> <div>&nbsp;</div> <div>Join us to drive positive, lasting change that moves missions and the government forward!</div> <div>&nbsp;</div> </div></div><p><strong>You Are:</strong></p> <p>Perform day‑to‑day operations of the user support function, including request intake, triage, ticket management, and escalation practices across ServiceNow, Jira, and related tools.</p> <p><strong>The Work:</strong></p> <ul> <li>Establish and enforce support standards, SLAs, and operational processes aligned with organizational requirements.</li> <li>Ensure team members deliver effective troubleshooting for hardware, software, network, and access‑related issues, escalating complex incidents to the appropriate technical teams.</li> <li>Drive quality and consistency in user interactions across phone, email, chat, and in‑person support</li> <li>Own the development, maintenance, and governance of the support knowledge base, ensuring accurate, current, and user‑friendly documentation.</li> <li>Coordinate and support user training initiatives to enhance user proficiency with common systems, tools, and best practices</li> <li>Collect, analyze, and report on operational metrics, user feedback, and recurring issues to identify trends and drive continuous service improvement</li> <li>Stay current with supported technologies, organizational standards, and industry best practices, ensuring the support team remains aligned with evolving needs.</li> <li>Partner with cross‑functional teams to refine support workflows, improve system usability, and enhance overall service delivery.</li> </ul> <p><strong>Here's What You Need:</strong></p> <ul> <li>5 years of IT experience, with experience providing end-user support&nbsp;</li> <li>Knowledge of end-user support, service desk operations, incident management, request fulfillment, and custo