Tier 1 Help Desk

Linuxconfig; Colorado Springs (CO); On-site; USD 89,000 - 170,000; Full time

Job summary

Accenture Federal Services is seeking a Tier One Help Desk Technician in the United States. You will be the first contact for employees and customers, performing initial troubleshooting, documenting actions, and escalating complex cases to Tier Two teams. The role requires clear communication and teamwork in an Agile IT environment.

You will also handle password resets, user administration tasks, and adhere to SLAs and procedures while monitoring system alerts for issues and improvements.

Qualifications

• 1 year of experience supporting a technical Help Desk with AD and user permissions.
• Ability to troubleshoot basic issues using documented procedures.
• Must meet DoD 8570 IAT II requirements within 90 days of hire.

Responsibilities

• Responding to incoming help desk tickets via phone, email, chat, or ticketing system
• Providing first level troubleshooting for hardware, software, network, and account issues
• Documenting interactions, steps, and resolutions in the ticketing system
• Escalating unresolved issues to Tier Two or specialized teams
• Assisting with password resets, account unlocks, and basic user administration
• Guiding users through step-by-step solutions clearly and patiently
• Following procedures, SLAs, and escalation paths
• Monitoring system alerts and reporting potential issues to senior staff

Skills

Active Directory & User permissions

Help desk support

Basic troubleshooting

Communication skills

Documentation & ticketing

Tools

Jira

Confluence

GitLab

ArgoCD

AWS

Terraform

Kubernetes

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!

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 escalate 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‑by‑step solutions in a clear, patient manner
• Following established procedures, SLAs, and escalation paths
• Monitoring system alerts and reporting potential issues to senior staff

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 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 youare being considered for employment opportunities with Accenture Federal Services andneed anaccommodation for a disability or religious observanceduring 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.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Accenture Federal Services’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.