Service Desk Support Specialist

Accenture Federal Services•Washington, DC

1d•$81,000 - $154,700

About The Position

At Accenture Federal Services, our mission is to strengthen and secure the US federal government, making life better for people. We are a technology company within global Accenture, with over 13,000 employees dedicated to leveraging technology and ingenuity for clients across defense, national security, public safety, civilian, and military health organizations. Recognized as a Glassdoor Top 100 Best Place to Work, we foster a collaborative and caring community where individuals feel a sense of belonging and are empowered to grow, learn, and thrive through hands-on experience, certifications, and industry training. Join us to drive positive, lasting change that advances missions and the government forward.

Requirements

Must be a U.S. Citizen with ability to obtain a Public Trust clearance
Demonstrated experience in Tier 2 or advanced service desk support roles within enterprise environments.
Strong troubleshooting ability across platforms, databases, APIs, and system interface integrations.
Proficiency with SQL, Splunk, Dynatrace, and CloudWatch for log analysis, querying, and performance monitoring.
Proven experience performing root‑cause analysis and documenting long‑term resolutions or workarounds.
Ability to manage escalations, coordinate triage, and interface effectively with Tier 3 engineering teams.
Strong written and verbal communication skills, especially in translating technical issues into clear business‑level explanations.
Experience creating SOPs, knowledge articles, or other technical documentation for support teams.
Ability to perform effectively under pressure during high‑priority or time‑sensitive incidents.

Nice To Haves

Background supporting complex, multi‑system enterprise platforms or high‑reliability environments.
Experience analyzing database mismatches, API failures, system latency, or network‑related issues.
Familiarity with ITIL service management practices or similar operational frameworks.
Prior involvement in high‑severity incident communications or escalation leadership.
Experience bridging support and engineering teams, especially in environments with strict SLAs.
Demonstrated ability to optimize escalation workflows or improve Tier 1/Tier 2 knowledge bases.

Responsibilities

Serve as the primary escalation point for complex Tier 2 technical and operational incidents, taking full ownership of resolution.
Diagnose, troubleshoot, and resolve multi‑layered platform, database, API, and system interface issues that extend beyond Tier 1 capabilities.
Conduct advanced root‑cause analysis for persistent or systemic issues, identifying underlying technical drivers and documenting permanent fixes or strategic workarounds.
Utilize enterprise monitoring and analysis platforms—including SQL, Splunk, Dynatrace, and CloudWatch—to extract logs, query databases, and evaluate system performance during escalations.
Act as a critical liaison between front‑line support and Tier 3 engineering/development teams, converting complex findings into structured, actionable escalations.
Manage the Tier 2 escalation pipeline, directing work assignments and ensuring timely, high‑quality resolution of incidents.
Translate complex technical solutions into clear knowledge articles and standard operating procedures (SOPs) for Tier 1 teams.
Provide clear, real‑time updates to client managers and stakeholders during high‑priority incidents, explaining technical problems in accessible business terms.
Coordinate high‑pressure triage efforts, manage client expectations, and maintain control of incident communication flows.
Document complex technical findings and resolutions for both technical and non‑technical audiences.