Service Desk Support Specialist

Accenture Federal Services; Washington (District of Columbia); On-site; USD 81,000 - 155,000; Full time

Job summary

Accenture Federal Services is seeking a Tier 2 escalation specialist responsible for owning complex incidents and coordinating resolutions across teams. You will troubleshoot across platforms, databases, APIs, and interfaces, with a strong focus on documenting fixes and updating stakeholders.

The role emphasizes ITIL-aligned processes, cross-team collaboration, and clear business-facing communication. U.S. citizenship and ability to obtain a Public Trust are required.

Qualifications

• U.S. citizenship with ability to obtain Public Trust clearance.
• Experience in Tier 2 or advanced service desk roles within enterprise environments.
• Strong troubleshooting across platforms, databases, APIs, and system interfaces.
• Ability to manage escalations and coordinate triage with Tier 3 teams.
• Excellent written and verbal communication to explain technical issues in business terms.

Responsibilities

• Serve as the primary escalation point for complex Tier 2 incidents, owning resolution.
• Diagnose, troubleshoot, and resolve issues across platforms, databases, APIs, and interfaces.
• Perform advanced root-cause analysis and document permanent fixes or workarounds.
• Use SQL, Splunk, Dynatrace, and CloudWatch to extract logs and assess performance.
• Coordinate triage and communicate updates to stakeholders during high-priority incidents.
• Translate technical findings into clear knowledge articles and SOPs for Tier 1.
• Bridge between front-line support and Tier 3 engineering teams; assign work and monitor progress.
• Maintain incident flow and ensure timely, high-quality resolutions in the escalation pipeline.
• Produce clear, non-technical summaries for clients and management.

Job description

At Accenture Federal Services, nothing matters more than helping the US federal government make the nation stronger and safer and life better for people.Our 13,000+ people are united in a shared purpose to pursue the limitless potential of technology and ingenuity for clients across defense, national security, public safety, civilian, and military health organizations.

Join Accenture Federal Services, a technology company within global Accenture. Recognized as a Glassdoor Top 100 Best Place to Work, we offer a collaborative and caring community where you feel like you belong and are empowered to grow, learn and thrive through hands-on experience, certifications, industry training and more.

Join us to drive positive, lasting change that moves missions and the government forward!

Key Responsibilities

• Serve as the primary escalation point for complex Tier 2 technical and operational incidents, taking full ownership of resolution.
• Diagnose, troubleshoot, and resolve multi‑layered platform, database, API, and system interface issues that extend beyond Tier 1 capabilities.
• Conduct advanced root‑cause analysis for persistent or systemic issues, identifying underlying technical drivers and documenting permanent fixes or strategic workarounds.
• Utilize enterprise monitoring and analysis platforms—including SQL, Splunk, Dynatrace, and CloudWatch to extract logs, query databases, and evaluate system performance during escalations.
• Act as a critical liaison between front‑line support and Tier 3 engineering/development teams, converting complex findings into structured, actionable escalations.
• Manage the Tier 2 escalation pipeline, directing work assignments and ensuring timely, high‑quality resolution of incidents.
• Translate complex technical solutions into clear knowledge articles and standard operating procedures (SOPs) for Tier 1 teams.
• Provide clear, real‑time updates to client managers and stakeholders during high‑priority incidents, explaining technical problems in accessible business terms.
• Coordinate high‑pressure triage efforts, manage client expectations, and maintain control of incident communication flows.
• Document complex technical findings and resolutions for both technical and non‑technical audiences.

Required Qualifications

• Must be a U.S. Citizen with ability to obtain a Public Trust clearance
• Demonstrated experience in Tier 2 or advanced service desk support roles within enterprise environments.
• Strong troubleshooting ability across platforms, databases, APIs, and system interface integrations.
• Proficiency with SQL, Splunk, Dynatrace, and CloudWatch for log analysis, querying, and performance monitoring.
• Proven experience performing root‑cause analysis and documenting long‑term resolutions or workarounds.
• Ability to manage escalations, coordinate triage, and interface effectively with Tier 3 engineering teams.
• Strong written and verbal communication skills, especially in translating technical issues into clear business‑level explanations.
• Experience creating SOPs, knowledge articles, or other technical documentation for support teams.
• Ability to perform effectively under pressure during high‑priority or time‑sensitive incidents.

Preferred Experience

• Background supporting complex, multi‑system enterprise platforms or high‑reliability environments.
• Experience analyzing database mismatches, API failures, system latency, or network‑related issues.
• Familiarity with ITIL service management practices or similar operational frameworks.
• Prior involvement in high‑severity incident communications or escalation leadership.
• Experience bridging support and engineering teams, especially in environments with strict SLAs.
• Demonstrated ability to optimize escalation workflows or improve Tier 1/Tier 2 knowledge bases.

As required by local law, Accenture Federal Services provides reasonable ranges of compensation for hired roles based on labor costs in the states of California, Colorado, Connecticut, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Ohio, Vermont, Virginia, Washington, and the District of Columbia. The base pay range for this position in these locations is shown below. Compensation for roles at Accenture Federal Services varies depending on a wide array of factors, including but not limited to office location, role, skill set, and level of experience. Accenture Federal Services offers a wide variety of benefits. You can find more information on benefits here. We accept applications on an on-going basis and there is no fixed deadline to apply.

The pay range for the states of California, Colorado, Connecticut, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Ohio, Vermont, Virginia, Washington, and the District of Columbia is:

$81,000—$154,700 USD

What We Believe

As a company wholly dedicated to serving the US federal government, we bring together the best talent to help reinvent how federal agencies operate and deliver greater value for their mission and the American people. We have an unwavering commitment to creating a culture in which all our people are respected, feel a sense of belonging, and have equal opportunity. As a business imperative, every person at Accenture Federal Services has the responsibility to create and sustain a culture where everyone feels welcomed and included. This is grounded in our core values and our experience that hiring and developing great people who reflect different perspectives, experiences, and backgrounds is key to driving innovation and delivering the results that our clients and the country count on.

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. For details, view a copy of the Accenture Federal Services Equal Opportunity Policy Statement.

Accenture Federal Services is an Equal Employment Opportunity employer. Additionally, as an affirmative action employer for veterans and individuals with disabilities, Accenture Federal Services is committed to providing veteran employment opportunities to our service men and women.

Requesting An Accommodation

Accenture Federal Services is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture Federal Services and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

If you **** are being considered for employment opportunities with Accenture Federal Services andneed anaccommodation for a disability or religious observance during the interview process or for the job you are interviewing for, please speak with your recruiter.

Other Employment Statements

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.

Candidates who are currently employed by a client of Accenture Federal Services or an affiliated Accenture business may not be eligible for consideration.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company’s legal duty to furnish information.

California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, please click here for additional important information.