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Federal - IT Operations Sr. Analyst

Accenture

Accenture

IT, Operations
St. Louis, MO, USA
Posted on Friday, May 26, 2023

Job Description

Organization:

We are:
Accenture Federal Services, a wholly owned subsidiary of Accenture LLP, is a U.S. company with offices in Arlington, VA, San Antonio, TX, and St. Louis, MO. Accenture's federal business has served every cabinet-level department and 30 of the largest federal organizations. Accenture Federal Services transforms bold ideas into breakthrough outcomes for clients at defense, intelligence, public safety, civilian and military health organizations.

We believe that great outcomes are everything. It’s what drives us to turn bold ideas into breakthrough solutions. By combining digital technologies with what works across the world’s leading businesses, we use agile approaches to help clients solve their toughest problems fast—the first time. So, you can deliver what matters most.

Count on us to help you embrace new ways of working, building for change and put customers at the core. A wholly owned subsidiary of Accenture, we bring over 30 years of experience serving the federal government, including every cabinet-level department. Our dedicated colleagues and change makers work with our clients at the heart of the nation’s priorities in defense, intel, public safety, health and civilian to help you make a difference for the people you employ, serve and protect.

You are:

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

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

  • Work with vendors such as Microsoft, Apple and Konica Minolta to troubleshoot issues

  • Provide technical expertise to junior Techs on the team

  • 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

  • Troubleshoot hardware and software issues reported by AFS customers

  • Perform hardware repairs, working with vendors as necessary

  • Printer support, includes configuring and managing printers as well as troubleshoot issues

  • 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

  • Identify causes for customer dissatisfaction and recommend improvements

  • Collaborate with Service Desk and other teams to resolve incident

  • Assist with special projects as needed

  • Hours are 8 AM-5 PM, Monday-Friday, in the office, with infrequent overtime; Hours are not flexible

  • Occasional travel to other offices may be required