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# Service Desk Support Specialist

- **Company:** Accenture
- **Location:** Washington, DC, United States
- **Salary:** $81,000.0 - $154,700.0
- **Contract:** Permanent contract
- **Skills:** Application Programming Interfaces (APIs), Databases, Hardware Interface Design, Monitoring of Systems, Log Analysis, SQL Databases, Systems Integration, Performance Monitor, 3-tier Architectures, Cloudwatch, Splunk, Dynatrace
- **Published:** October 9, 2026
- **Apply:** https://dejobs.org/x/x/4E659EE9E0C848859A62FE3BFADC2BF8/job/

## About the Role

* Must be a U.S. Citizen with ability to obtain a Public Trust clearance
 * Demonstrated experience in Tier 2 or advanced service desk support roles within enterprise environments.
 * Strong troubleshooting ability across platforms, databases, APIs, and system interface integrations.
 * Proficiency with SQL, Splunk, Dynatrace, and CloudWatch for log analysis, querying, and performance monitoring.
 * Proven experience performing root-cause analysis and documenting long-term resolutions or workarounds.
 * Ability to manage escalations, coordinate triage, and interface effectively with Tier 3 engineering teams.
 * Strong written and verbal communication skills, especially in translating technical issues into clear business-level explanations.
 * Experience creating SOPs, knowledge articles, or other technical documentation for support teams.
 * Ability to perform effectively under pressure during high-priority or time-sensitive incidents.

Preferred Experience

 * Background supporting complex, multi-system enterprise platforms or high-reliability environments.
 * Experience analyzing database mismatches, API failures, system latency, or network-related issues.
 * Familiarity with ITIL service management practices or similar operational frameworks.
 * Prior involvement in high-severity incident communications or escalation leadership.
 * Experience bridging support and engineering teams, especially in environments with strict SLAs.
 * Demonstrated ability to optimize escalation workflows or improve Tier 1/Tier 2 knowledge bases.

## Description

* Serve as the primary escalation point for complex Tier 2 technical and operational incidents, taking full ownership of resolution.
 * Diagnose, troubleshoot, and resolve multi-layered platform, database, API, and system interface issues that extend beyond Tier 1 capabilities.
 * Conduct advanced root-cause analysis for persistent or systemic issues, identifying underlying technical drivers and documenting permanent fixes or strategic workarounds.
 * Utilize enterprise monitoring and analysis platforms-including SQL, Splunk, Dynatrace, and CloudWatch-to extract logs, query databases, and evaluate system performance during escalations.
 * Act as a critical liaison between front-line support and Tier 3 engineering/development teams, converting complex findings into structured, actionable escalations.
 * Manage the Tier 2 escalation pipeline, directing work assignments and ensuring timely, high-quality resolution of incidents.
 * Translate complex technical solutions into clear knowledge articles and standard operating procedures (SOPs) for Tier 1 teams.
 * Provide clear, real-time updates to client managers and stakeholders during high-priority incidents, explaining technical problems in accessible business terms.
 * Coordinate high-pressure triage efforts, manage client expectations, and maintain control of incident communication flows.
 * Document complex technical findings and resolutions for both technical and non-technical audiences.