This job has closed.

Accenture Federal Services · 3 days ago

IT Operations Senior Analyst

Arlington, VA

Full-time

Onsite

Mid, Senior Level

$69K/yr - $124K/yr

2+ years exp

Accenture Federal Services is dedicated to helping the US federal government enhance national security and improve citizens' lives. The IT Operations Senior Analyst will provide on-site technical support, troubleshoot hardware and software issues, and ensure high customer satisfaction while collaborating with various teams and vendors.

ConsultingFinanceInformation TechnologyManagement ConsultingOnline PortalsProfessional Services

No H1B

U.S. Citizen Only

Responsibilities

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, and work with Senior Tech from other locations (San Antonio and St. Louis)

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

Be self-sufficient when providing support

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

Manage time and resources appropriately

Maintain high customer satisfaction ratings

Identify causes for customer dissatisfaction and recommend improvements

Collaborate with Service Desk and other teams to resolve incident

Assist with special projects as needed

Qualification

Microsoft Windows 10Microsoft Office 2016Customer serviceActive DirectoryCompTIA A+ certificationMicrosoft Desktop certificationMobile device supportAzureJamf ProRepairing Dell laptopsRemote management of printersSecurity complianceAttention to detail