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:

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

Responsibilities Include:

• 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 vendors such as Microsoft, Apple and Konica Minolta to troubleshoot issues.
• Provide technical expertise to junior Techs on the team.
• 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.
• Troubleshoot hardware and software issues reported by AFS customers.
• Perform hardware repairs, working with vendors as necessary.
• Printer support includes configuring and managing printers as well as troubleshoot issues.
• 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
• Identify causes for customer dissatisfaction and recommend improvements.
• Collaborate with Service Desk and other teams to resolve incident.
• Assist with special projects as needed.
• Hours are 8 AM-5 PM, Monday-Friday, in the office, with infrequent overtime; Hours are not flexible.
• Occasional travel to other offices may be required.

Here's What You Need:

• U.S. Citizenship required.
• 2 years of experience providing IT customer service. 
• 2 years of work experience supporting/troubleshooting Microsoft Windows 10 and MacOS
• 2 years of experience supporting/troubleshooting Microsoft O365
• Must be willing to work 8 AM-5 PM, Monday-Friday, in the office, with infrequent overtime. ​

Other Required Skills:

• Proven ability to work independently and as a team member.
• Good communication (oral and written) skills.
• Good organization, multi-tasking, and time-management skills.
• Strong attention to detail.

 

 

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:$62,100—$120,000 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