IT Operations Analyst
About The Position
Accenture Federal Services is seeking an IT Operations Analyst to provide on-site support primarily at its Arlington office and at other locations as needed. The analyst works closely with the technical manager and senior technicians to resolve operational issues, investigate complex problems across platforms, and support leadership and other customers. The role provides endpoint, workstation, software, hardware, printer, and customer support, including ticket management, repairs, vendor coordination, and escalations. The analyst also helps maintain operational processes, asset records, customer satisfaction, and the team's technical knowledge.
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.
- Proven ability to work independently and as a team member.
- Strong attention to detail and excellent customer service.
Nice To Haves
- Experience with Active Directory, Azure, or Jamf Pro.
- CompTIA A+ certification.
- Microsoft Desktop certification(s).
- Mobile-device support experience with Android and iOS.
- Experience repairing Dell laptops.
- Experience with remote printer management; Konica printers preferred.
- Previous work on US Federal engagements.
- Previous experience with security compliance on laptops and other endpoint devices.
Responsibilities
- Work closely with the technical manager to resolve issues affecting Accenture Federal Services.
- Investigate complex issues, perform in-depth testing across platforms to determine root causes, and work with senior technicians in San Antonio and St. Louis.
- Work with vendors, including Microsoft, Apple, and Konica Minolta, to troubleshoot issues.
- Provide technical expertise to junior technicians and support to C-suite leadership.
- Develop and maintain knowledge of workstations, software, standards, and policies.
- Respond to assigned customer-initiated incidents and service requests; accurately document actions in tickets.
- Resolve incidents and complete service-request tasks within SLTs, follow up to ensure customer satisfaction, and escalate tickets or seek assistance as needed.
- Provide endpoint operations support for the Solution Bar and escalated incidents.
- Answer customer questions and provide guidance or training as needed.
- Troubleshoot customer hardware and software issues and perform hardware repairs, coordinating with vendors as necessary.
- Configure and manage printers and troubleshoot printer issues.
- Develop an understanding of operational processes for new hires, borrowed equipment, transfers, and terminations.
- Follow established 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, and 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
- Accenture Federal Services offers a wide variety of benefits; details are available through the company benefits information.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
