Tier 1 Help Desk

The role

You will be the first point of contact for employees and customers seeking technical assistance. You will troubleshoot issues, resolve problems, and escalate complex cases in an Agile driven IT environment.

What you will do

• Responding to incoming help desk tickets via phone, email, chat, or ticketing system
• Providing first level troubleshooting for hardware, software, network, and account related issues
• Documenting all interactions, steps taken, and resolutions in the ticketing system
• Escalating unresolved or complex issues to Tier Two or specialized support teams
• Assisting with password resets, account unlocks, and basic user administration tasks
• Guiding users through step-by-step solutions in a clear, patient manner
• Following established procedures, SLAs, and escalation paths
• Monitoring system alerts and reporting potential issues to senior staff
• Participating in Agile ceremonies (standups, retros, sprint planning) as required

Required qualifications

• 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 appl
• Demonstrated ability to troubleshoot basic technical issues using documented procedures
• Ability to meet DoD 8570 IAT II requirements (Security+ or higher certification) within 90 days of hire
• Active TS/SCI clearance or higher required

Nice to have

• Experience with Linux scripting, Gitlab, Jira & Confluence, ArgoCD, AWS, Terraform, Kubernetes, OR Agile practices
• CompTIA A+, Network+, or similar certifications
• Strong communication skills and a customer first mindset

Benefits

• hands-on experience
• certifications
• industry training

Before you apply

• Active TS/SCI clearance or higher required
• 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

About the company

Accenture Federal Services is a technology company within global Accenture that helps the US federal government. Their 13,000+ people pursue technology and ingenuity for clients across defense, national security, public safety, civilian, and military health organizations.