Federal - Lead Help/Service Desk Specialist - VA - ALEXANDRIA

  • Accenture Federal Services
  • Alexandria, VA, USA
  • Oct 14, 2020
Full time Professional Services

Job Description

Job Description

Organization: Accenture Federal Services
Location: Alexandria, VA


We are:

 

Proudly dedicated to serving the federal government. As a U.S. based subsidiary of Accenture, we serve every cabinet-level department and the 30 largest federal organizations with wide ranging missions—defense, intel, public Safety, civilian and health. Operating in the nation's Capital, we stay ahead of what is coming next. Drawing from the power of Accenture, we deliver integrated, mobile, and interactive experiences that exceed our people’s expectations. Join us where ideas are freely exchanged, and concepts evolve into practical solutions. 

 

You are: 

 

A skilled Helpdesk Lead capable of leading a team of Helpdesk personnel, monitor an established email account and phone number as well as handle in person visits from IDP customers fielding approximately requests 75 interactions per month. You have strong written and oral communication skills but also some familiarity with SAP Business Objects facilitating basic report development/modification for end users.

 

The work: 

  • Assist customers by phone, email, or in person visits
  • Create/Maintain/Provide operational documentation
  • Establish/modify EDW user accounts and security permissions using SAP Central Management Console
  • Resolve EDW access issues for users
  • Assist IDP customers with new/existing universes, reports, and ad hoc queries in SAP Business Objects Business Intelligence tools
  • Assist IDP customers in interpreting EDW data
  • Schedule, monitor and validate the many recurring reports (daily, weekly, bi-weekly, monthly and annually)

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Qualifications

Here is what you need:

  • Bachelor's Degree
  • 2 or more years as lead of an IT customer support desk
  • 3 or more years of experience providing IT customer support, troubleshooting problems and triaging support ticket
  • Excellent customer service and communication skills, both verbal and written
  • Ability to work in a fast paced environment

Bonus points if you have:

  • Knowledge of Agile methodologies is a plus
  • Experience working with trouble ticketing systems such as Remedy is a plus
  • Experience with configuration or technical coding is a plus

 

An active security clearance or the ability to obtain one may be required for this role.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration. 

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 and with Accenture (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).

Accenture is a Federal Contractor and an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Equal Employment Opportunity 
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.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.