Tech Support Analyst - Arlington (Onsite)

Accenture; Arlington, Northern (VA, KY); On-site; USD 61,291,000 - 130,748,000; Full time

Job summary

Accenture is seeking an IT Technical Support Analyst for 100% onsite work in Arlington, VA. The role focuses on delivering high-value technology services, supporting events and ensuring operational IT incidents are resolved within SLAs.

The candidate should have 1+ year in customer technical support or service desk, familiarity with ITIL tools (ServiceNow, Remedy), and strong communication skills to interface with stakeholders. A high school diploma or equivalent is required.

Qualifications

• Minimum 1 year experience in customer technical support or service desk.
• Experience delivering customer experience management and IT support.
• Hands-on experience with Windows and macOS environments, and Office 365.
• Familiarity with ITIL-based service management tools.

Responsibilities

• Influence customer experience for technology interactions and own customer interactions.
• Manage IT incidents, problems and service requests within SLA, coordinating with teams.
• Provide IT support for events such as inductions and videoconferences.
• Handle custom IT requests and maintain knowledge of products and services.
• Explain product use cases and suggest cost-efficient service improvements.
• Gather feedback and escalate to leadership when appropriate.

Skills

Customer Technical Support

Customer Experience Management

Service Desk

ITIL Software

Windows 10/11 support

macOS (OSX) support

Office 365 / M365

Communication skills

Education

High School Diploma or GED

Tools

ServiceNow

Remedy

Job description

We Are:

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology, and Operations services, all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 721,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com.

You Are:

IT Technical Support Analyst:

Even technology companies need tech support. You know, someone to keep things running smoothly - both behind-the-scenes and customer facing. This is where you come in.

The backbone to our backbone. LTO is looking for a motivated Analyst to provide high value services to our customers adding value and efficiency in their use of technology. We find the right solutions and enable high performance.

At Accenture we’ve created amazing spaces called Solution Bars where customers can find a team of IT support advisors - a one stop shop to find the answers you are looking for.

We envision, advise, fix, train, create, innovate, and collaborate with hyper speed and scale. The driving force behind it all? Our people.

RESPONSIBILITIES AND ACCOUNTABILITIES:

Operations

• Influence the customer experience for technology interactions in the local office to ensure that technology supports business objectives. Take ownership for individual customer interactions.
• Management of effective operational IT incident, problem and service requests, successfully driving resolution and root cause analysis within SLA’s, liaising with wider teams both local and global where necessary.
• 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.

Asset Management

• Effectively manage technology assets, ensuring compliance with asset management policies, processes and requests.
• Update and maintain the asset management tool to accurately account for movement of IT hardware in accordance with asset management processes.
• Manage Accenture provisioned IT assets and equipment, working to agreed processes, polices and security standards using knowledge of internal service operations and business requirements.

Customer Service and Relationship Management

• Build effective trust-based relationships and act as the Technology Services customer champion in all respects to deliver customer excellence
• Build good trust-based relationships with key customers & customer groups. Ensure that two-way feedback is maintained relating to our products, services, and current customer priorities. Work with these contacts to identify opportunities for service improvements.
• Proactively seek opportunities to meet or exceed the quality and consistency of service delivery to meet the customer needs, escalating as necessary
• Ensure effective local team collaboration across Technology Services and Geographic Services
• Ensure adherence to Accenture performance management process.

This role is to be performed 100% onsite at our Arlington, VA office

What You'll Need:

• 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 experience 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

Bonus Points If:

• Comp TIAA Certifications
• ITIL Foundations Certification
• Customer Satisfaction experience
• Quality Assurance (QA) experience
• Technical degree or certifications

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired as set forth below.

We anticipate this job posting will be posted until 10/17/2026.

Accenture offers a market competitive suite of benefits including medical, dental, vision, life, and long-term disability coverage, a 401(k) plan, bonus opportunities, paid holidays, and paid time off. See more information on our benefits here: U.S. Employee Benefits | Accenture

Role Location Hourly Salary Range California $23.13 to $49.57 Cleveland $21.39 to $39.66 Colorado $23.13 to $42.84 District of Columbia $24.62 to $45.63 Illinois $21.39 to $42.84 Maine $19.66 to $36.49 Maryland $23.13 to $42.84 Massachusetts $23.13 to $45.63 Minnesota $23.13 to $42.84 New York $21.39 to $49.57 New Jersey $24.62 to $49.57 Virginia $21.39 to $45.63 Washington $24.62 to $45.63

Requesting an Accommodation

Accenture 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 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 would like to be considered for employment opportunities with Accenture and have accommodation needs such as for a disability or religious observance, please call us toll free at 1 [phone] or send us an email or speak with your recruiter.

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.

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 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. Further, at Accenture a criminal conviction history is not an absolute bar to employment.

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.

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