Service Desk Support Specialist

The role

This person will serve as the primary escalation point for complex Tier 2 technical and operational incidents. They will diagnose and resolve multi-layered platform, database, API, and system interface issues.

What you will do

• Serve as the primary escalation point for complex Tier 2 technical and operational incidents.
• Diagnose, troubleshoot, and resolve multi-layered platform, database, API, and system interface issues.
• Conduct advanced root-cause analysis for persistent or systemic issues.
• Utilize SQL, Splunk, Dynatrace, and CloudWatch to extract logs and evaluate system performance.
• Act as a liaison between front-line support and Tier 3 engineering/development teams.
• Manage the Tier 2 escalation pipeline and direct work assignments.
• Translate technical solutions into knowledge articles and standard operating procedures.
• Provide real-time updates to client managers and stakeholders during high-priority incidents.
• Coordinate high-pressure triage efforts and manage client expectations.
• Document complex technical findings and resolutions.

Required qualifications

• Must be a U.S. Citizen with ability to obtain a Public Trust clearance.
• Demonstrated experience in Tier 2 or advanced service desk support roles within enterprise environments.
• Strong troubleshooting ability across platforms, databases, APIs, and system interface integrations.
• Proficiency with SQL, Splunk, Dynatrace, and CloudWatch.
• Proven experience performing root-cause analysis and documenting resolutions or workarounds.
• Ability to manage escalations, coordinate triage, and interface with Tier 3 engineering teams.
• Strong written and verbal communication skills.
• Experience creating SOPs, knowledge articles, or other technical documentation.
• Ability to perform effectively under pressure during high-priority or time-sensitive incidents.
• Work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.

Nice to have

• Background supporting complex, multi-system enterprise platforms or high-reliability environments.
• Experience analyzing database mismatches, API failures, system latency, or network-related issues.
• Familiarity with ITIL service management practices or similar operational frameworks.
• Prior involvement in high-severity incident communications or escalation leadership.
• Experience bridging support and engineering teams, especially in environments with strict SLAs.
• Demonstrated ability to optimize escalation workflows or improve Tier 1/Tier 2 knowledge bases.

Benefits

• Certifications
• Industry training
• Hands-on experience

Before you apply

• Must be a U.S. Citizen with ability to obtain a Public Trust clearance.
• Applicants must have work authorization that does not now or in the future require sponsorship of a visa.
• Candidates 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.