Tier 1 Help Desk

accenturefederalservices; Colorado Springs (CO); Presencial; USD 89 000 - 170 000; Tempo integral

Resumo da oferta

Accenture Federal Services in Colorado Springs is seeking a Tier One Help Desk Technician to be the first point of contact for employees needing technical assistance and to troubleshoot requests in a fast-paced Agile IT environment.

You will document resolutions, escalate complex issues, and support password resets, account unlocks, and user administration while adhering to SLAs and procedures. A TS/SCI clearance or higher is required for this role.

Qualificações

• 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

Responsabilidades

• 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‑step solutions in a clear, patient manner
• Following established procedures, SLAs, and escalation paths
• Monitoring system alerts and reporting potential issues to senior staff
• Participating in Agile ceremonies (standups, retros, sprint planning) as required

Conhecimentos

Active Directory

User Permissions

Patch management

Hardware

Operating systems

Common business apps

Troubleshooting

DoD 8570 IAT II

Ferramentas

Gitlab

Jira

Confluence

ArgoCD

AWS

Terraform

Kubernetes

Descrição da oferta de emprego

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!

As a Tier One Help Desk Technician, you'll be the first point of contact for employees and customers seeking technical assistance. You'll troubleshoot issues, resolve problems when possible, and elevate more complex cases to higher level support teams. This role is ideal for someone who enjoys solving problems, communicating clearly, and working within a collaborative, Agile driven IT environment.

Key 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‑step solutions in a clear, patient manner
• Following established procedures, SLAs, and escalation paths
• Monitoring system alerts and reporting potential issues to senior staff
• Participating in Agile ceremonies (standups, retros, sprint planning) as required

Here’s What You Need

• 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

Bonus Points If You Have

• Experience with Linux scripting, Gitlab, Jira & Confluence, ArgoCD, AWS, Terraform, Kubernetes, OR Agile practices
• CompTIA A+, Network+, or similar certifications
• Strong communication skills and a customer first mindset

Security Clearance

Active TS/SCI clearance or higher required

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: $89,000 - $170,200 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 diver