Tech Support Analyst - Chicago

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

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 100% onsite at our Chicago 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

• 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 11/03/2026.

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

Hourly Salary Range

• California $23.13 to $49.57
• Colorado $23.13 to $42.84
• Connecticut $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
• Ohio $21.39 to $39.66
• Virginia $21.39 to $45.63
• Washington $24.62 to $45.63

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com

What We Believe

We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment. Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities.

Read more here

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, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable 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 Equal Opportunity Statement Accenture is an EEO and Aff

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