IT Operations Senior Analyst

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, a technology company within global Accenture. Recognized as a Glassdoor Top 100 Best Place to Work, we offer a collaborative and caring community where you feel like you belong and are 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! 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 fa ... (truncated, view full listing at source)