Tier 2 Service Desk Specialist – Escalations & Resolution

Accenture Federal Services; Washington (District of Columbia); On-site; USD 81,000 - 155,000; Full time

Job summary

Accenture Federal Services is seeking a Tier 2 escalation specialist responsible for owning complex incidents and coordinating resolutions across teams. You will troubleshoot across platforms, databases, APIs, and interfaces, with a strong focus on documenting fixes and updating stakeholders.

The role emphasizes ITIL-aligned processes, cross-team collaboration, and clear business-facing communication. U.S. citizenship and ability to obtain a Public Trust are required.

Qualifications

• U.S. citizenship with ability to obtain Public Trust clearance.
• Experience in Tier 2 or advanced service desk roles within enterprise environments.
• Strong troubleshooting across platforms, databases, APIs, and system interfaces.
• Ability to manage escalations and coordinate triage with Tier 3 teams.
• Excellent written and verbal communication to explain technical issues in business terms.

Responsibilities

• Serve as the primary escalation point for complex Tier 2 incidents, owning resolution.
• Diagnose, troubleshoot, and resolve issues across platforms, databases, APIs, and interfaces.
• Perform advanced root-cause analysis and document permanent fixes or workarounds.
• Use SQL, Splunk, Dynatrace, and CloudWatch to extract logs and assess performance.
• Coordinate triage and communicate updates to stakeholders during high-priority incidents.
• Translate technical findings into clear knowledge articles and SOPs for Tier 1.
• Bridge between front-line support and Tier 3 engineering teams; assign work and monitor progress.
• Maintain incident flow and ensure timely, high-quality resolutions in the escalation pipeline.
• Produce clear, non-technical summaries for clients and management.

Job description

Accenture Federal Services is seeking a Tier 2 escalation specialist responsible for owning complex incidents and coordinating resolutions across teams. You will troubleshoot across platforms, databases, APIs, and interfaces, with a strong focus on documenting fixes and updating stakeholders.

The role emphasizes ITIL-aligned processes, cross-team collaboration, and clear business-facing communication. U.S. citizenship and ability to obtain a Public Trust are required.