Help Desk Operator - Mid

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!  

 

Job Description:

Accenture Federal Services is seeking a Help Desk Operator to join our dynamic team. 

Responsibilities include:

• Update Help Desk Standard Operations Procedures (SOPs); Tactics, Techniques, and Procedures (TTPs); and user Frequently Asked Questions (FAQs)
• Provide customer onboarding and offboarding • Provide account management support
• Process all IT SM tickets to completion
• Provide 24/7 Tier 1 support for all environments and networks supporting end users
• Route tickets to the appropriate sustainment teams for Tier 2 / 3 support
• Perform data-driven analysis of IT SM tickets (e.g. mean time to resolution) 
• Assist Cyber Operations with continuous monitoring activities
• Participate in training, testing, and exercises related to incident response and contingency planning

Here's what you need:

• Active TS security clearance and eligible for SCI and NATO read-on prior to starting work
• Bachelor’s degree
• Minimum 3 years’ experience providing Tier 1 support of a TS/SCI system

Bonus points if you have:

• DOD program support experience
• Tier 1 & 2 support experience

Security Clearance:

• Active TS/SCI clearance or active TS with SCI eligibility

 

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, 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 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, Hawaii, New York, Washington, and the District of Columbia is:$87,400—$188,800 USD  What We Believe  We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture Federal Services has the responsibility to create and sustain an inclusive environment.   Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here   Equal Employment Opportunity Statement Accenture Federal Services is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation.    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.   Accenture is committed to providing veteran employment opportunities to our service men and women.    For details, view a copy of the