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# Technical and Logistics Support Analyst

- **Company:** Accenture
- **Location:** San Jose, CA, United States
- **Salary:** $46,738.0 - $67,538.0
- **Contract:** Permanent contract
- **Skills:** Augmented Reality, Remote Service Software, Software Deployment, Software Engineering, Diagnostic Tools
- **Published:** September 19, 2026
- **Apply:** https://www.dice.com/job-detail/5f36223b-3e22-48c9-a4aa-144dfe3aa485

## About the Role

* Minimum 1 year of experience in a technical support role, preferably with hardware experience.
 * Familiarity with help desk ticketing systems and remote support tools
 * High School Diploma or GED, * Experience with AR VR technology is a plus

## Description

Logistics Support (Primary Focus):

 * Receive shipments (cardboard and wooden crate packages) via mailroom and loading dock.
 * Process packages by inspecting returned devices for damage and returning them to warehouse inventory for distribution.
 * Create and maintain records in the asset tracking tool for new and existing AR devices
 * Provide written and face-to-face support for processing device requests, including local pick-up and local returns.
 * Follow up on pending approvals, pick-ups, and delivery confirmations.
 * Prepare and ship packages domestically and internationally, ensuring safe transportation of devices in compliance with Dangerous Goods certifications (e.g., lithium battery shipping).
 * Provide shipping labels to requestors for return shipping.
 * Manage the device loan library, ensuring devices are properly tracked, maintained, and distributed to users.

Technical Support (Secondary Focus):

 * Prepare AR devices by flashing specific builds, installing software, configuring settings, and ensuring devices are ready for use.
 * Troubleshoot hardware and software issues for AR devices via playbooks, and assess for new solutions
 * Provide remote and in-person technical support for users, including during events, demos, and user research studies.
 * Develop and maintain comprehensive user support documentation, capturing new steps and solutions as devices and builds are rolled out.
 * Troubleshoot and resolve data collection issues on devices and data machines.
 * Contribute to the creation of diagnostic tools, scripts, and automated processes for logistics and technical support.
 * Triage hardware bugs, conduct fault analysis, and identify root causes.
 * Manage the RMA (Return Merchandise Authorization) process for defective devices and collaborate with logistics and engineering teams for resolution.

Additional Responsibilities:

 * Assist with testing and validation of new AR devices to ensure functionality and quality.
 * Identify and document hardware or software issues and collaborate with engineering teams to improve device performance.
 * Provide on-site support during events and assist users with device setup and operation.


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