Federal - IT Operations Senior Analyst

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

• U.S. Citizenship required
• 2+ years experience providing IT customer service
• 1 year work experience supporting/troubleshooting Microsoft Windows 10 and MacOS
• 1 year 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.

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

California: $58,300-$99,500

Colorado: $58,300-$85,900

New York City: $67,500-$99,500

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

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 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.

Equal Employment Opportunity Statement

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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.

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Requesting An Accommodation

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Other Employment Statements

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.

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

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company’s legal duty to furnish information.

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.