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# IT Operations Analyst

- **Company:** Accenture
- **Location:** Arlington, VA, United States
- **Experience:** Experienced
- **Salary:** $65,900.0 - $120,000.0
- **Contract:** Permanent contract
- **Skills:** Active Directory, Apple IOS, Microsoft Azure, System Configuration, Microsoft Desktop Optimization Pack, Information Technology Operations, Microsoft Office, Remote Infrastructure Management, Software Engineering, Casper Suite
- **Published:** October 26, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=271534bf0caef77d

## About the Role

* Minimum 2 years experience support/troubleshooting Microsoft Windows 10 and Microsoft Office 2016
 * Minimum 3 years experience providing customer service
 * Proven ability to work independently and as a team member

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 preferred
 * Previous work on US Federal engagements
 * Previous experience working with security compliance on laptops and other Endpoint devices
 * Strong attention to detail and excellent customer service

## Description

AFS is seeking an IT Operations Analyst, to provide on-site support primarily at the Arlington AFS office, and other locations as necessary.

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, and work with Senior Tech from other locations (San Antonio and St. Louis).
 * Work with vendors such as Microsoft, Apple and Konica Minolta to troubleshoot issues
 * Provide technical expertise to junior techs on the team.
 * Provide support to C-Suite (leadership).
 * 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.
 * Answer questions asked by customers, providing guidance and/or training as needed.
 * Troubleshoot hardware and software issues reported by AFS customers.
 * Seek assistance and escalate tickets as necessary.
 * Perform hardware repairs, working with vendors as necessary.
 * Printer support, includes configuring and managing printers as well as troubleshoot issues.
 * Be self-sufficient when providing support.
 * 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.
 * Manage time and resources appropriately.
 * Maintain high customer satisfaction ratings.
 * Identify causes for customer dissatisfaction and recommend improvements.
 * Collaborate with Service Desk and other teams to resolve incident.
 * Assist with special projects as needed.