IT Operations Senior Analyst

Accenture Federal Services•Arlington, VA

1d•Onsite

About The Position

AFS is seeking an IT Operations Senior 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.

Requirements

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

Nice To Haves

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

Responsibilities

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.