Senior Service Desk Engineer - Hybrid 2nd Line Support

Accenture PLC; Chicago (IL); On-site; USD 62,000 - 69,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision care

Long-term disability

401(k) plan

Paid time off

Job summary

Accenture Flex is seeking a Level 2 Service Desk Engineer to deliver advanced technical support and administration for Microsoft 365, identity and access management, and endpoint services. The role involves on-site work 1–2 days per week in Evanston, IL, supporting incident management, knowledge sharing, and continuous improvement.

You will collaborate with engineering teams, client contacts, and vendors to resolve complex issues, maintain documentation, and contribute to 24x7 shift readiness.

Qualifications

• Associate's Degree required.
• 3+ years in Service Desk/Level 2 support.
• Experience with Microsoft 365 suite and identity/access management.

Responsibilities

• Provide advanced technical support for incidents and requests.
• Perform Microsoft 365 administration tasks (Exchange Online, Teams, SharePoint, OneDrive).
• Administer Intune, Autopilot, and device enrollment.
• Manage IAM activities (Entra ID, AD, conditional access, MFA).
• Diagnose complex connectivity and endpoint issues across Windows and mobile devices.
• Own tickets end-to-end and coordinate with engineers and clients.
• Create and maintain runbooks, knowledge articles, and self-service content.

Skills

Microsoft 365 administration

Active Directory

End user support

Identity and access management

Customer communication

Education

Associate's Degree

Tools

ServiceNow

Microsoft Entra ID

Microsoft Intune

Windows Autopilot

Exchange Online

Job description

Accenture Flex is seeking a Level 2 Service Desk Engineer to deliver advanced technical support and administration for Microsoft 365, identity and access management, and endpoint services. The role involves on-site work 1–2 days per week in Evanston, IL, supporting incident management, knowledge sharing, and continuous improvement.

You will collaborate with engineering teams, client contacts, and vendors to resolve complex issues, maintain documentation, and contribute to 24x7 shift readiness.