10 days old

Federal - IT Customer Service Sr. Analyst

Arlington, VA 22212
Organization: Accenture Federal Services

Location: Arlington, VA









We are:


Accenture Federal Services, a U.S. based subsidiary of Accenture combining bold ideas with proven Accenture commercial innovation, new technologies and mission experience to help our federal clients reach their full potential in the cloud. Using the power of Accenture, we are expanding cloud adoption and taking programs to the next level. We are changing the way the world works and lives. Are you ready to help and learn as much as you can to make a difference? Well give you numerous opportunities from training sessions to courses and certifications that will keep your tech smarts sharp. Join us in making yourself and our country better.





You are:


An IT Customer Service Senior Analyst who will provide on-site support primarily at the Arlington AFS office, other locations as necessary. You will work closely with the technical manager to resolve issues that affects overall AFS. You will work on more complex issues, including in-depth testing on various platforms to determine root cause. You will work with Senior Tech from other locations.





The work:



+ 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


+ 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


+ Identify causes for customer dissatisfaction and recommend improvements


+ Collaborate with Service Desk and other teams to resolve incident


+ Assist with special projects as needed







Here's what you need:



+ U.S. Citizenship Required


+ 2 years experience support/troubleshooting Microsoft Windows 10


+ 2 years experience support/troubleshooting Microsoft Office 2016


+ 2 years experience providing customer service


+ Working experience supporting/troubleshooting MacBooks


Bonus points if you have:




+ 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


+ Good communication (oral and written) and interpersonal skills


+ Good organization, multi-tasking, and time-management skills


+ Strong attention to detail







Important information

An active security clearance or the ability to obtain one may be required for this role.




Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.




Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).




Accenture is a Federal Contractor and an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.




Equal Employment Opportunity

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.



Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.




Accenture is committed to providing veteran employment opportunities to our service men and women.

Categories

Posted: 2020-11-20 Expires: 2020-12-20

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Federal - IT Customer Service Sr. Analyst

Accenture
Arlington, VA 22212

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