IT Operations Sr. Analyst

Job Description

Job Description

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 :

The IT Operations Sr. Analyst will provide technical support to Accenture Federal Services (AFS) people in the San Antonio, TX office, as well as remote support around the US, to ensure that IT services are delivered to meet business needs.

Key Responsibilities :

• Provide on-site support primarily at the San Antonio AFS office, other locations as necessary.
• 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 Senior Tech from other locations (Glebe, St. Louis, Chantilly).
• 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 Walk-Up window 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 :

Bonus Points if you have :

LI-CorpFunction

LI-Onsite

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, Minnesota, New York, Washington, and the District of Columbia . 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, Minnesota, New York, Washington, and the District of Columbia is :

69,200—$124,200 USD

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.

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.

Salary : $69,200 - $124,200