IT Operations Senior Analyst

At Accenture Federal Services, nothing matters more than helping the US federal government make the nation stronger and safer and life better for people.?Our 13,000+ people are united in a shared purpose to pursue the limitless potential of technology and ingenuity for clients across defense, national security, public safety, civilian, and military health organizations.

Join Accenture Federal Services to do the work you love in an inclusive, collaborative, and caring community, where you can be empowered to grow, learn and thrive through hands-on experience, certifications, industry training and more.

Join us to drive positive, lasting change that moves missions and the government forward!

+ **You are:** An **IT Operations Sr. Analyst** who will provide technical support to Accenture Federal Services (AFS) people in the Arlington, VA office, as well as remote support around the US, to ensure that IT services are delivered to meet business needs. **The work:**

+ Work closely with the technical manager to resolve issues that affects overall AFS

+ Work on more complex issues, including in-depth testing on various platforms to determine root cause

+ Work with vendors such as Microsoft, Apple and Konica Minolta to troubleshoot issues

+ Provide technical expertise to junior Techs on the team

+ 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

+ Troubleshoot hardware and software issues reported by AFS customers

+ 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

+ Hours are 8 AM-5 PM, Monday-Friday, in the office, with infrequent overtime; Hours are not flexible

+ Occasional travel to other offices may be required

+ **Here's What You Need:**

+ U.S. Citizenship required

+ 2+ years experience providing IT customer service

+ 1 year work experience supporting/troubleshooting Microsoft Windows 10 and MacOS

+ 1 year experience supporting/troubleshooting Microsoft O365

+ Must be willing to work 8 AM-5 PM, Monday-Friday, in the office, with infrequent overtime. ? **Other Required Skills:**

+ Proven ability to work independently and as a team member.

+ Good communication (oral and written) skills.

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

+ Strong attention to detail. **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

+ Previous work on US Federal engagements

+ Previous experience working with security compliance on laptops and other Endpoint devicesCompensation for roles at Accenture Federal Services varies depending on a wide array of factors including but not limited to the specific office location, role, skill set and level of experience. As required by local law, Accenture Federal Services provides a reasonable range of compensation for roles that may be hired in California, Colorado, New York, or Washington State as set forth below and information on benefits offered is here. ( **Role Location: Range of Starting Pay for role** **?** California: $58,300-$99,500Colorado: $58,300-$85,900New York: $67,500-$99,500Washington State: $62,00-$91,500

**_What We Believe_**

_We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture Federal Services has the responsibility to create and sustain an inclusive environment._

_Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities.?_ Read more here (

**_Equal Employment Opportunity Statement_**

_Accenture Federal Services is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation._

_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._

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

_For details, view a copy of the?_ Accenture Equal Opportunity and Affirmative Action Policy Statement ( _._

**_Requesting An Accommodation_**

_Accenture Federal Services is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture Federal Services and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired._

_If you_ **_?_** _are being considered for employment opportunities with Accenture Federal Services and?need an?accommodation for a disability or religious observance?during the interview process or for the job you are interviewing for, please speak with your recruiter._

**_Other Employment Statements_**

_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._

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

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

_The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information._