Federal IT Help Desk Technician - Tier 1

Linuxconfig; Colorado Springs (CO); On-site; USD 89,000 - 170,000; Full time

Job summary

Accenture Federal Services is seeking a Tier One Help Desk Technician in the United States. You will be the first contact for employees and customers, performing initial troubleshooting, documenting actions, and escalating complex cases to Tier Two teams. The role requires clear communication and teamwork in an Agile IT environment.

You will also handle password resets, user administration tasks, and adhere to SLAs and procedures while monitoring system alerts for issues and improvements.

Qualifications

• 1 year of experience supporting a technical Help Desk with AD and user permissions.
• Ability to troubleshoot basic issues using documented procedures.
• Must meet DoD 8570 IAT II requirements within 90 days of hire.

Responsibilities

• Responding to incoming help desk tickets via phone, email, chat, or ticketing system
• Providing first level troubleshooting for hardware, software, network, and account issues
• Documenting interactions, steps, and resolutions in the ticketing system
• Escalating unresolved issues to Tier Two or specialized teams
• Assisting with password resets, account unlocks, and basic user administration
• Guiding users through step-by-step solutions clearly and patiently
• Following procedures, SLAs, and escalation paths
• Monitoring system alerts and reporting potential issues to senior staff

Skills

Active Directory & User permissions

Help desk support

Basic troubleshooting

Communication skills

Documentation & ticketing

Tools

Jira

Confluence

GitLab

ArgoCD

AWS

Terraform

Kubernetes

Job description

Accenture Federal Services is seeking a Tier One Help Desk Technician in the United States. You will be the first contact for employees and customers, performing initial troubleshooting, documenting actions, and escalating complex cases to Tier Two teams. The role requires clear communication and teamwork in an Agile IT environment.

You will also handle password resets, user administration tasks, and adhere to SLAs and procedures while monitoring system alerts for issues and improvements.