IT Operations Senior Analyst at Accenture Federal Services

At Accenture Federal Services nothing matters more than helping the US federal government make the nation stronger and safer and life better for 13000 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 and part of global Accenture to do work that matters in 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 issuesProvide 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.Heres what you need:Minimum 2 years experience support/troubleshooting Microsoft Windows 10 and Microsoft Office 2016Minimum 3 years experience providing customer serviceProven ability to work independently and as a team memberBonus points if you have:Experience with Active Directory Azure Jamf ProCompTIA A certificationMicrosoft Desktop certification(s)Mobile device (Android iOS) supportExperience repairing Dell laptopsExperience with remote management of printers Konica Printers preferredPrevious work on US Federal engagementsPrevious experience working with security compliance on laptops and other Endpoint devicesStrong attention to detail and excellent customer serviceAs required by local law Accenture Federal Services provides reasonable ranges of compensation for hired roles based on labor costs in the states ofCalifornia 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:$69200 - $124200 USDWhat 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 StatementWe 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 theAccenture 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 AccommodationAccenture 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 youare being considered for employment opportunities with Accenture Federal Services andneed anaccommodation for a disability or religious observanceduring the interview process or for the job you are interviewing for please speak with your recruiter.Other Employment StatementsApplicants 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 Companys 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 pleaseclick here for additional important information. Required Experience:Senior IC Key Skills IT Experience,SAP Materials Management,SAP SuccessFactors,Agile,Business Analysis,SAP,Requirements Gathering,SAP Finance & Controlling,SAP Supply Chain Management,SAP S/4HANA,SDLC,Oracle Employment Type : Full Time Experience: years Vacancy: 1 Monthly Salary Salary: 69200 - 124200