Tier 1 Help Desk

<div class="content-intro"><div> <div> </div> <div>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. </div> <div> </div> <div>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. </div> <div> </div> <div>Join us to drive positive, lasting change that moves missions and the government forward!</div> <div> </div> </div></div><p>As a Tier One Help Desk Technician, you’ll be the first point of contact for employees and customers seeking technical assistance. You’ll troubleshoot issues, resolve problems when possible, and escalate more complex cases to higher level support teams. This role is ideal for someone who enjoys solving problems, communicating clearly, and working within a collaborative, Agile driven IT environment.</p> <p><strong>Key Responsibilities </strong></p> <ul> <li>Responding to incoming help desk tickets via phone, email, chat, or ticketing system</li> <li>Providing first level troubleshooting for hardware, software, network, and account related issues</li> <li>Documenting all interactions, steps taken, and resolutions in the ticketing system</li> <li>Escalating unresolved or complex issues to Tier Two or specialized support teams</li> <li>Assisting with password resets, account unlocks, and basic user administration tasks</li> <li>Guiding users through step-by-step solutions in a clear, patient manner</li> <li>Following established procedures, SLAs, and escalation paths</li> <li>Monitoring system alerts and reporting potential issues to senior staff</li> <li>Participating in Agile ceremonies (standups, retros, sprint planning) as required</li> </ul> <p><strong>Here’s What You Need</strong></p> <ul> <li>1 year of experience with supporting a technical Help Desk, managing Active Directory and User Permissions, software patch management, computer hardware, operating systems, and/or common business applications</li> <li>Demonstrated ability to troubleshoot basic technical issues using documented procedures</li> <li>Ability to meet DoD 8570 IAT II requirements (Security+ or higher certification) within 90 days of hire </li> </ul> <p><strong>Bonus Points If You Have</strong></p> <ul> <li>Experience with Linux scripting, Gitlab, Jira & Confluence, ArgoCD, AWS, Terraform, Kubernetes, OR Agile practices</li> <li>CompTIA A+, Network+, or similar certifications</li> <li>Strong communication skills and a customer first mindset</li> </ul> <p><strong>Security Clearance</strong></p> <ul> <li style="text-align: left;">Active TS/SCI clearance or higher required</li> </ul><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p> </p> <p><span class="TextRun SCXW225111203 BCX8" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW225111203 BCX8">As required by local law, Accenture Federal Services provides reasonable ranges of compensation for hired roles based on labor costs in the states of <strong>California, Colorado, Connecticut, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Ohio, Vermont, Virginia, Washington, and the District of Columbia</strong></span></span><span class="TextRun SCXW225111203 BCX8" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW225111203 BCX8">. 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. </span></span><a class="Hyperlink SCXW225111203 BCX8" href="https://www.accenture.com/us-en/careers/your-future-rewards-benefits" target="_blank"><span class="TextRun Underlined SCXW225111203 BCX8" lang="EN-US" data-contrast="none"><span class="NormalTextRun SCXW225111203 BCX8" data-ccp-charstyle="Hyperlink">You can find more information on benefits here.</span></span></a><span class="TextRun SCXW225111203 BCX8" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW225111203 BCX8"> We accept applications on an on-going basis and there is no fixed deadline to apply.</span></span></p> <p> </p></div><div class="title">The pay range for the states of California, Colorado, Connecticut, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Ohio, Vermont, Virginia, Washington, and the District of Columbia is:</div><div class="pay-range"><span>$89,000</span><span class="divider">—</span><span>$170,200 USD</span></div></div></div><div class="content-conclusion"><div> <div> <div> </div> <div><em><strong