IT Operations Analyst

Accenture Federal Services • Arlington, VA

9d • Onsite

About The Position

Accenture Federal Services is seeking an IT Operations Analyst to provide primarily on-site support at its Arlington office and other locations as needed. The analyst works closely with the technical manager and senior technicians to troubleshoot and resolve complex issues affecting AFS, including conducting in-depth testing across platforms to identify root causes and coordinating with vendors such as Microsoft, Apple, and Konica Minolta. The role also provides technical guidance to junior technicians and support to C-suite leadership.

The analyst supports AFS workstations, software, standards, and policies; responds to customer-initiated incidents and service requests; and provides endpoint operations support for the Solution Bar and escalated incidents. Responsibilities include troubleshooting hardware, software, and printer issues, performing hardware repairs, documenting and resolving tickets within service-level targets, and following up to ensure customer satisfaction. The role requires following and improving operational processes, maintaining asset records, collaborating with the Service Desk and other teams, managing time and resources, and assisting with special projects.

Accenture Federal Services describes itself as a technology company serving the US federal government, with more than 13,000 employees. It highlights a collaborative, inclusive workplace and opportunities to grow through hands-on experience, certifications, and industry training. The listed pay range for specified states and the District of Columbia is $65,900–$120,000 USD. Applications are accepted on an ongoing basis with no fixed deadline.

Requirements

• At least 2 years of experience supporting and troubleshooting Microsoft Windows 10 and Microsoft Office 2016.
• At least 3 years of experience providing customer service.
• Ability to work independently and as a team member.

Nice To Haves

• Experience with Active Directory, Azure, or Jamf Pro.
• CompTIA A+ certification.
• Microsoft Desktop certifications.
• Experience supporting Android and iOS mobile devices.
• Experience repairing Dell laptops.
• Experience with remote management of printers; Konica printers preferred.
• Previous work on US federal engagements.
• Experience with security compliance on laptops and other endpoint devices.
• Strong attention to detail and excellent customer service.

Responsibilities

• Work with the technical manager to resolve issues affecting AFS.
• Investigate complex issues, conduct in-depth testing across platforms to determine root causes, and coordinate with senior technicians in San Antonio and St. Louis.
• Troubleshoot issues with vendors, including Microsoft, Apple, and Konica Minolta.
• Provide technical expertise to junior technicians and 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.
• Document actions taken accurately in tickets.
• Resolve incidents and complete service-request tasks within service-level targets.
• Follow up on tickets to ensure customer satisfaction.
• Provide endpoint support operations for the Solution Bar and escalated incidents.
• Answer customer questions and provide guidance or training as needed.
• Troubleshoot hardware and software issues reported by AFS customers.
• Seek assistance and escalate tickets when necessary.
• Perform hardware repairs, coordinating with vendors as needed.
• Configure and manage printers and troubleshoot printer issues.
• Provide support independently and develop an understanding of operational processes, including new hires, borrowed equipment, transfers, and terminations.
• Follow defined processes and procedures, and suggest creating or improving them where needed.
• Update the asset management system as necessary.
• Manage time and resources appropriately.
• Maintain high customer satisfaction ratings, identify causes of dissatisfaction, and recommend improvements.
• Collaborate with the Service Desk and other teams to resolve incidents.
• Assist with special projects as needed.

Benefits

• Hands-on experience, certifications, and industry training and development opportunities.
• Accenture Federal Services offers a variety of benefits; specific benefits are not listed in the posting.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed