Onsite Tech Support Analyst - Customer Experience Champion

Accenture; Chicago (IL); On-site; USD 45,000 - 85,000; Full time

Job summary

Accenture in Chicago is seeking an IT customer support specialist to own and optimize the local technology services experience. You will deliver hands-on desktop support, manage incidents, and collaborate with global teams to resolve issues within SLA.

The role requires strong communication, ITIL familiarity, and hands-on Windows/Office 365 support; you will work onsite to support events and joiner inductions, contributing to cost-efficient service delivery.

Qualifications

• 1 year minimum experience in customer technical support.
• 1 year minimum experience in customer experience management.
• 1 year minimum experience in service desk or desktop support.
• 1 year minimum experience with ITIL software (ServiceNow or Remedy).
• 1 year minimum experience hands-on with Windows 10/11, OSX and Office 365 support.
• Strong communication skills to interface with non-technical stakeholders and leadership.
• High School Diploma or GED required.

Responsibilities

• Influence the customer experience for technology interactions in the local office to support business objectives.
• Take ownership for individual customer interactions.
• Manage IT incidents, problems and service requests within SLA, and coordinate with local and global teams.
• Provide IT support for events such as joiner inductions, VIP meetings and videoconference events.
• Ensure knowledge of products and services delivered from area of responsibility.
• Understand and communicate product and service use cases to customers.

Skills

Customer technical support

Customer experience management

Service desk/desktop support

ITIL software (ServiceNow/Remedy)

Windows/OSX/Office 365 support

Communication with stakeholders

Education

High School Diploma or GED

Job description

Accenture in Chicago is seeking an IT customer support specialist to own and optimize the local technology services experience. You will deliver hands-on desktop support, manage incidents, and collaborate with global teams to resolve issues within SLA.

The role requires strong communication, ITIL familiarity, and hands-on Windows/Office 365 support; you will work onsite to support events and joiner inductions, contributing to cost-efficient service delivery.