- Location
- Arlington, VA · Arlington, Virginia, United States
- Workplace
- Onsite
- Department
- 56846835 - AFS Enterprise Service Management Ops
- Experience
- 8+ years
- Education
- Bachelor
- Clearance
- Required
- Source
- Greenhouse
Description
Job Description
The User Support Specialist will provide basic support such as handling user requests, basic troubleshooting, and documentation via ticketing systems like ServiceNow or Jira. They will use multiple communication channels to assist users, including phone, email, chat, and in-person support. The specialist will handle standard requests and basic troubleshooting, providing "Basic Support" tier services as described in organizational documentation. They will log and track all support interactions, ensuring accurate and timely updates to ticket status and resolution details. This person will troubleshoot hardware, software, and network issues within their scope of expertise, escalating more complex issues to appropriate teams. The specialist will assist users with account-related issues, password resets, and basic access problems. They will contribute to the development and maintenance of the knowledge base, creating and updating support articles and FAQs. This person will participate in user training sessions, helping to educate users on common procedures and best practices. The specialist will collect and report on user feedback to help improve support processes and identify recurring issues. They will stay current with supported systems and applications to provide accurate and efficient support.
What You Need
- At least 8 years of experience providing end-user support in technical environments
- A Bachelors degree (or an additional 4 years of experience)
- Demonstrated ability to resolve user requests, perform basic troubleshooting of hardware, software, and network issues, and document interactions using ticketing systems such as ServiceNow or Jira
- Skilled in multi-channel communication, user account management, and contributing to knowledge base content
- Must meet DoD 8140 requirements
Security Requirements
- Secret, Top Secret, TS/SCI, or TS/SCI with Polygraph clearance required, depending on position
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, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Virginia, Washington, and the District of Columbia, and the city of Cleveland. 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.
