Desktop/Workstation Support

Accenture Federal Services•McLean, VA

About The Position

In this Desktop/Workstation Support role, you will deliver hands-on technical assistance to end users, ensuring the smooth operation of desktops, laptops, and workstations in both physical and virtual environments. Your daily responsibilities will involve diagnosing and resolving hardware failures, operating system malfunctions, application errors, and connectivity challenges. You will be tasked with performing workstation imaging, deployments, upgrades, and patch management using enterprise-grade tools such as SCCM. Additionally, you will maintain secure workstation configurations by applying your knowledge of Active Directory, user permissions, and security best practices. To excel in this position, you should be comfortable responding to service requests, solutions, and collaborating with IT, security, and operations teams to provide a seamless support experience. Exposure to ticketing and remote-support platforms like ServiceNow and Jira will be beneficial, as will familiarity with automation or scripting using PowerShell or Bash. Strong customer service and communication abilities are essential, as you will be assisting users directly and ensuring their issues are resolved efficiently. Your proactive approach to troubleshooting and your ability to adapt to evolving technologies will be key to your success in this dynamic environment.

Requirements

4+ years of experience in a systems support role and/or a workstation/desktop support role.
Experience with customer service and communication with customers.
Experience following standard operating procedures to prevent and/or avoid security violations.
Active TS/SCI with Poly security clearance is required.

Nice To Haves

Experience with Atlassian JIRA.

Responsibilities

Provide hands-on technical support for desktops, laptops, and workstations (both physical and virtual) to end users.
Troubleshoot and resolve hardware failures, operating system issues, application errors, and connectivity problems.
Perform workstation imaging, deployments, upgrades, and patching using enterprise tools such as SCCM.
Maintain secure and compliant workstation configurations, following security best practices.
Manage user permissions and workstation access using Active Directory fundamentals.
Respond to service requests and incidents, ensuring timely and effective resolution.
Document troubleshooting steps, resolutions, and technical procedures for knowledge sharing.
Support and maintain peripherals and related workstation technologies.
Collaborate with IT, security, and operations teams to deliver a seamless support experience.
Utilize ticketing and remote-support systems such as ServiceNow and Jira to manage and track support requests.
Leverage automation or scripting tools (e.g., PowerShell, Bash) to streamline support processes and improve efficiency.
Deliver excellent customer service and clear communication to end users throughout the support process.