IT Service Management 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 Service Management Analyst will contribute to the overall AFS IT Organization. This role will work closely with Endpoint Support Leadership and other parts of the AFS IT Organization to ensure they have the necessary information to delivery enterprise technology support to all AFS people.  Successful candidates for this role will possess outstanding technical support, communications, time management, and organizational skills.  This role will report to the AFS Endpoint Support Delivery Center Lead.

Responsibilities include:

• Provides technical support primarily to Accenture Federal Services (AFS) people in the San Antonio, TX office.
• Provides support for walk-ups and incidents escalated from Service Desk and other Endpoint Support locations.
• Provides remote support for employees outside of the San Antonio, as needed.
• Works independently and is self-sufficient when providing support.
• Manages time and resources appropriately.
• Exhibits proficient technical skills and excellent customer service.
• Documents actions taken accurately within tickets.
• Follows up on tickets to ensure issue resolution and customer satisfaction.
• Maintains high customer satisfaction ratings.
• Identifies causes for customer dissatisfaction and recommends improvements.
• Receives and responds to customer issues and inquiries, providing guidance and/or training, as needed.
• Seeks assistance and escalates tickets as necessary to either leads or other Techs.
• Develops and maintains knowledge of AFS workstations, software, standards, and policies.
• Develops an understanding of operational processes and follows established processes for consistency across all Endpoint Support locations (new hires, transfers, terminations).
• Approaches work with a mindset of continuous improvement and suggests process changes to realize efficiencies and improved outcomes.
• Works with Endpoint Support Leads to ensure all processes are being followed and SLAs are met.
• Collaborates with other Endpoint Support Techs, as needed. 
• Works closely with Advanced Technology Center (ATC) leadership for any IT requests and needs.
• Performs Asset Management duties for San Antonio, TX e.g. updates assets, receives new assets, conducts physical inventory.
•  Completes hardware upgrades and repairs, working with external vendors, as needed.
• Completes other technical and non-technical tasks, as required. 
• Assists with special projects as needed.
• Works with other teams within AFS (Workplace, Recruiting, Security, Network, and AV) as needed.
• Hours are 8 AM-5 PM, Monday-Friday, in the office, with approved overtime.
• Hours are not flexible.
• Occasional travel to other offices may be required.

Here's What You Need:

• U.S. Citizenship required.
• Minimum 2 years’ experience working in the Information Technology field.
• Proven ability to work independently and as a team member.
• Excellent communication (oral and written) and interpersonal skills.
• Excellent organization, multi-tasking, and time-management skills
• Strong attention to detail and excellent customer service
• Strong organizational, multi-tasking, and time-management skill 
• Focused attention to detail with ability to track, prioritize, and work to completion numerous action items.
• Comfortable in a fast-paced, deadline-driven environment subject to rapid change and ambiguity

Bonus Points if you have:

• Experience leading a team and growing junior team members.
• Ability to interact with people across various parts of an organization as well as external vendors.
• Experience working productively in a virtual/remote environment.
• Comp TIA A+ certification
• Comp TIA Security + certification
• Comp TIA Network+ certification                                      
• Microsoft Desktop certification(s)
• Mobile device (Android, iOS) support<