IT Operations Analyst

About the Role

Accenture Federal Services (AFS) is seeking an IT Operations Analyst to provide on-site support primarily at the Arlington AFS office, and other locations as necessary.

Key Responsibilities

• Work closely with the technical manager to resolve issues affecting overall AFS.
• Work on more complex issues, including in-depth testing on various platforms to determine root cause, and collaborate with Senior Techs 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 (Service Level Targets).
• Follow up on tickets to ensure customer satisfaction.
• Provide Endpoint Support operations support for the Solution Bar and escalated incidents.
• Answer customer questions, 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.
• Provide printer support, including configuring, managing, and troubleshooting printers.
• Be self-sufficient when providing support.
• Develop an understanding of operational processes (new hires, borrowed, transfers, terminations).
• Follow defined processes and procedures, and suggest creation/improvement where needed.
• Correctly update the 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 incidents.
• Assist with special projects as needed.

Requirements & Tech Stack

• Minimum 2 years experience supporting/troubleshooting Microsoft Windows 10 and Microsoft Office 2016.
• Minimum 3 years experience providing customer service.
• Proven ability to work independently and as a team member.
• Experience with Active Directory.
• Experience with Azure.
• Experience with 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.
• Strong attention to detail and excellent customer service.