Security-Cleared Tier 1 Help Desk Technician

Accenture-Federal-Services-2; Colorado Springs (CO); On-site; USD 89,000 - 170,000; Full time

Job summary

Accenture Federal Services in the United States seeks a Tier One Help Desk Technician to be the first point of contact for employees and customers seeking technical assistance. You'll troubleshoot issues, escalate to Tier Two, and support an Agile IT environment.

The role emphasizes clear communication, problem solving, and documenting interactions. DoD 8570 IAT II within 90 days and active TS/SCI clearance are required; Colorado; base pay ranges are outlined for multiple states.

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 applications
• 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

Responsibilities

• 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

Skills

Help desk support

Active Directory

Troubleshooting

Tools

Jira

Confluence

Gitlab

ArgoCD

AWS

Terraform

Kubernetes

Job description

Accenture Federal Services in the United States seeks a Tier One Help Desk Technician to be the first point of contact for employees and customers seeking technical assistance. You'll troubleshoot issues, escalate to Tier Two, and support an Agile IT environment.

The role emphasizes clear communication, problem solving, and documenting interactions. DoD 8570 IAT II within 90 days and active TS/SCI clearance are required; Colorado; base pay ranges are outlined for multiple states.