Federal - IT Operations Sr. Analyst

Organization: Accenture Federal Services
Location: Arlington, VA

We are:
Accenture Federal Services, a wholly owned subsidiary of Accenture LLP, is a U.S. company with offices in Arlington, VA, San Antonio, TX, and St. Louis, MO. Accenture's federal business has served every cabinet-level department and 30 of the largest federal organizations. Accenture Federal Services transforms bold ideas into breakthrough outcomes for clients at defense, intelligence, public safety, civilian and military health organizations.

We believe that great outcomes are everything. It’s what drives us to turn bold ideas into breakthrough solutions. By combining digital technologies with what works across the world’s leading businesses, we use agile approaches to help clients solve their toughest problems fast—the first time. So, you can deliver what matters most.

Count on us to help you embrace new ways of working, building for change and put customers at the core. A wholly owned subsidiary of Accenture, we bring over 30 years of experience serving the federal government, including every cabinet-level department. Our dedicated colleagues and change makers work with our clients at the heart of the nation’s priorities in defense, intel, public safety, health and civilian to help you make a difference for the people you employ, serve and protect.

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.

The work:

• 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

• 3 years experience providing IT customer service

• 2 years work experience supporting/troubleshooting Microsoft Windows 10

• 2 years experience supporting/troubleshooting Microsoft Office 2016

• Must be on site in Arlington 5 days a week

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

Bonus Points if You Have:

• 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

• Previous work on US Federal engagements

• Previous experience working with security compliance on laptops and other Endpoint devices

Compensation for roles at Accenture Federal Services varies depending on a wide array of factors including but not limited to the specific office location, role, skill set and level of experience. As required by local law, Accenture Federal Services provides a reasonable range of compensation for roles that may be hired in California, Colorado, New York City or Washington as set forth below and information on benefits offered is here.    

Role Location: Range of Starting Pay for role  

California: $58,300-$99,500

Colorado: $58,300-$85,900

New York City: $67,500-$99,500

Washington State: $62,00-$91,500

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Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

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