Onsite IT Support Analyst — Customer Champion

Socket.dev; Arlington (TX); On-site; USD 44,000 - 95,000; Full time

Job summary

Accenture in Arlington, VA is seeking an IT Technical Support Analyst to provide high-value services to customers, keeping technology running smoothly both behind the scenes and in client interactions. The role emphasizes owning customer interactions, incident and service request management, and knowledge of CIO IT products; familiarity with ITIL software such as ServiceNow or Remedy is valued.

Onsite only.

Qualifications

• Minimum 1 year experience with Customer Technical Support
• Minimum 1 year experience with Customer Experience Management.
• Minimum 1 year experience in Service Desk or Desktop Support
• Minimum 1 year experience working with ITIL software such as Service Now or Remedy
• Minimum 1 year hands on experience with Microsoft Windows 10, Windows 11, OSX and 0365 support
• Strong communication skills to interface with non-technical stakeholders, senior leadership and executives
• High School Diploma or GED

Responsibilities

• Influence the customer experience for technology interactions in the local office to ensure that technology supports business objectives.
• Management of effective operational IT incident, problem and service requests, successfully driving resolution and root cause analysis within SLA’s.
• Provision of IT support for events such as new joiner inductions, VIP meetings and videoconference events when required.
• Provision of IT support where needed for custom requests as directed.
• Ensure knowledge of product and services delivered from area of responsibility.
• Demonstrate an understanding of core CIO IT Products and Services. Understand and communicate product and service use cases (who should use the product and why).
• Proactively suggest ways to ensure services remain cost efficient.
• Gather feedback on products and services and elevate to leadership.

Skills

Customer Technical Support

Customer Experience Management

Service Desk/Desktop Support

Windows 10/11/OSX/Office 365

Strong communication

High School Diploma

Education

High School Diploma or GED

Tools

ServiceNow

Remedy

Job description

Accenture in Arlington, VA is seeking an IT Technical Support Analyst to provide high-value services to customers, keeping technology running smoothly both behind the scenes and in client interactions. The role emphasizes owning customer interactions, incident and service request management, and knowledge of CIO IT products; familiarity with ITIL software such as ServiceNow or Remedy is valued.

Onsite only.