Tier 1 Help Desk

Accenture Federal Services•Colorado Springs, CO

22h•$89,000 - $170,200

About The Position

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

Requirements

1 year of experience supporting a technical Help Desk and/or managing Active Directory and User Permissions, software patch management, computer hardware, operating systems, and 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 required.

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 via phone, email, chat, or ticketing system.
Provide first-level troubleshooting for hardware, software, network, and account-related issues.
Document interactions, steps 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 step-by-step solutions in a clear, patient manner.
Follow established procedures, SLAs, and escalation paths.
Monitor system alerts and report potential issues to senior staff.
Participate in Agile ceremonies (standups, retros, sprint planning) as required.