Tier 1 Help Desk

Accenture Federal Services • Colorado Springs, CO

1d

About The Position

As a Tier One Help Desk Technician at Accenture Federal Services, you will be the first point of contact for employees and customers seeking technical assistance. You will troubleshoot and resolve issues when possible, and escalate more complex cases to higher-level support teams. The role is suited to someone who enjoys problem solving, communicates clearly, and works collaboratively in an Agile-driven IT environment.

The position supports US federal government missions. An active TS/SCI clearance or higher is required. Candidates must meet DoD 8570 IAT II requirements, such as Security+ or a higher certification, within 90 days of hire. The stated base pay range in specified locations is $89,000–$170,200 USD. Applications are accepted on an ongoing basis with no fixed deadline.

Requirements

• At least 1 year of experience supporting a technical Help Desk, managing Active Directory and user permissions, software patch management, computer hardware, operating systems, and/or common business applications.
• Demonstrated ability to troubleshoot basic technical issues using documented procedures.
• Ability to meet DoD 8570 IAT II requirements (Security+ or higher certification) within 90 days of hire.
• Active TS/SCI clearance or higher.
• US work authorization that does not now or in the future require visa sponsorship.

Nice To Haves

• Experience with Linux scripting, GitLab, Jira and Confluence, ArgoCD, AWS, Terraform, Kubernetes, or Agile practices.
• CompTIA A+, Network+, or similar certifications.
• Strong communication skills and a customer-first mindset.

Responsibilities

• Respond to incoming help desk tickets through phone, email, chat, or a ticketing system.
• Provide first-level troubleshooting for hardware, software, network, and account-related issues.
• Document interactions, actions taken, and resolutions in the ticketing system.
• Escalate unresolved or complex issues to Tier Two or specialized support teams.
• Assist with password resets, account unlocks, and basic user administration tasks.
• Guide users through solutions step by step in a clear and patient manner.
• Follow established procedures, service-level agreements, and escalation paths.
• Monitor system alerts and report potential issues to senior staff.
• Participate in Agile ceremonies, including standups, retrospectives, and sprint planning, as required.

Benefits

• The company describes a collaborative and caring community that supports growth and learning through hands-on experience, certifications, and industry training.
• The company offers a variety of benefits; details are available through its benefits information.

What This Job Offers

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