User Support Specialist
About The Position
At Accenture Federal Services, our mission is to help the US federal government strengthen the nation, enhance safety, and improve citizens' lives. We are a technology company within the global Accenture network, comprising over 13,000 individuals dedicated to leveraging technology and innovation for clients across defense, national security, public safety, civilian, and military health sectors. Recognized as a Glassdoor Top 100 Best Place to Work, we foster a collaborative and supportive community where employees feel a sense of belonging and are empowered to grow through hands-on experience, certifications, and industry training. Join us to drive meaningful, lasting change that advances government missions.
Requirements
- At least 8 years of experience providing end-user support in technical environments
- A Bachelors degree (or an additional 4 years of experience)
- Demonstrated ability to resolve user requests, perform basic troubleshooting of hardware, software, and network issues, and document interactions using ticketing systems such as ServiceNow or Jira
- Skilled in multi-channel communication, user account management, and contributing to knowledge base content
- Must meet DoD 8140 requirements
- Secret, Top Secret, TS/SCI, or TS/SCI with Polygraph clearance required, depending on position
Responsibilities
- Provide basic support, including handling user requests, basic troubleshooting, and documentation via ticketing systems like ServiceNow or Jira.
- Utilize multiple communication channels (phone, email, chat, in-person) to assist users.
- Handle standard requests and basic troubleshooting, delivering "Basic Support" tier services as defined in organizational documentation.
- Log and track all support interactions, ensuring accurate and timely updates to ticket status and resolution details.
- Troubleshoot hardware, software, and network issues within the scope of expertise, escalating complex issues to appropriate teams.
- Assist users with account-related issues, password resets, and basic access problems.
- Contribute to the development and maintenance of the knowledge base by creating and updating support articles and FAQs.
- Participate in user training sessions to educate users on common procedures and best practices.
- Collect and report on user feedback to improve support processes and identify recurring issues.
- Stay current with supported systems and applications to provide accurate and efficient support.
Benefits
- Accenture Federal Services offers a wide variety of benefits.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
