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IT Operations Senior Analyst
Arlington, VA
Job Description:
AFS is seeking an IT Operations Senior Analyst, to provide on-site support primarily at the Arlington AFS office, and other locations as necessary.
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, 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.
Here's what you need:
- Minimum 2 years experience support/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
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
- Strong attention to detail and excellent customer service
As required by local law, Accenture Federal Services provides reasonable ranges of compensation for hired roles based on labor costs in the states of California, Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Washington, Vermont, the District of Columbia, and the city of Cleveland. The base pay range for this position in these locations is shown below. Compensation for roles at Accenture Federal Services varies depending on a wide array of factors, including but not limited to office location, role, skill set, and level of experience. Accenture Federal Services offers a wide variety of benefits. You can find more information on benefits here. We accept applications on an on-going basis and there is no fixed deadline to apply.
The pay range for the states of California, Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Washington, Vermont, the District of Columbia, and the city of Cleveland is:
$69,200 - $124,200 USD
What We Believe
As a company wholly dedicated to serving the US federal government, we bring together the best talent to help reinvent how federal agencies operate and deliver greater value for their mission and the American people. We have an unwavering commitment to creating a culture in which all our people are respected, feel a sense of belonging, and have equal opportunity. As a business imperative, every person at Accenture Federal Services has the responsibility to create and sustain a culture where everyone feels welcomed and included. This is grounded in our core values and our experience that hiring and developing great people who reflect different perspectives, experiences, and backgrounds is key to driving innovation and delivering the results that our clients and the country count on.
Equal Employment Opportunity Statement
We believe that no one should be discriminated against because of their differences. 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. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. For details, view a copy of the Accenture Federal Services Equal Opportunity Policy Statement.
Accenture Federal Services is an Equal Employment Opportunity employer. Additionally, as an Affirmative Action Employer for Veterans and Individuals with Disabilities, Accenture Federal Services is committed to providing veteran employment opportunities to our service men and women.
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.
California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, please click here for additional important information.
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