Tier 1 Help Desk Technician | Agile IT Support

accenturefederalservices; Colorado Springs (CO); Vor Ort; USD 89.000 - 170.000; Vollzeit

Zusammenfassung

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.

Qualifikationen

• 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

Aufgaben

• 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

Kenntnisse

Active Directory

User Permissions

Patch management

Hardware

Operating systems

Common business apps

Troubleshooting

DoD 8570 IAT II

Tools

Gitlab

Jira

Confluence

ArgoCD

AWS

Terraform

Kubernetes

Jobbeschreibung

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.