Federal - IT Operations Sr. Analyst
Accenture Federal Services, a wholly owned subsidiary of Accenture LLP, is a U.S. company with offices in Arlington, VA, San Antonio, TX, and St. Louis, MO. Accenture's federal business has served every cabinet-level department and 30 of the largest federal organizations. Accenture Federal Services transforms bold ideas into breakthrough outcomes for clients at defense, intelligence, public safety, civilian and military health organizations.
We believe that great outcomes are everything. It’s what drives us to turn bold ideas into breakthrough solutions. By combining digital technologies with what works across the world’s leading businesses, we use agile approaches to help clients solve their toughest problems fast—the first time. So, you can deliver what matters most.
Count on us to help you embrace new ways of working, building for change and put customers at the core. A wholly owned subsidiary of Accenture, we bring over 30 years of experience serving the federal government, including every cabinet-level department. Our dedicated colleagues and change makers work with our clients at the heart of the nation’s priorities in defense, intel, public safety, health and civilian to help you make a difference for the people you employ, serve and protect.
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.
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
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