User Support Specialist

About this role

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!

You Are:

Perform day‑to‑day operations of the user support function, including request intake, triage, ticket management, and escalation practices across ServiceNow, Jira, and related tools.

The Work:

• Establish and enforce support standards, SLAs, and operational processes aligned with organizational requirements.

• Ensure team members deliver effective troubleshooting for hardware, software, network, and access‑related issues, escalating complex incidents to the appropriate technical teams.

• Drive quality and consistency in user interactions across phone, email, chat, and in‑person support

• Own the development, maintenance, and governance of the support knowledge base, ensuring accurate, current, and user‑friendly documentation.

• Coordinate and support user training initiatives to enhance user proficiency with common systems, tools, and best practices

• Collect, analyze, and report on operational metrics, user feedback, and recurring issues to identify trends and drive continuous service improvement

• Stay current with supported technologies, organizational standards, and industry best practices, ensuring the support team remains aligned with evolving needs.

• Partner with cross‑functional teams to refine support workflows, improve system usability, and enhance overall service delivery.

Here's What You Need:

• 10+ years of IT experience, with experience providing end-user support

• Knowledge of end-user support, service desk operations, incident management, request fulfillment, and customer service best practices.

• Experience with one or more of the following:

• Resolving user requests and troubleshooting hardware, software, network, access, endpoint, and collaboration tool issues

• Supporting multi-channel user communications, including phone, email, chat, walk-up, remote support, and ticketing queues

• Documenting user interactions, troubleshooting steps, resolution actions, and escalation details in ticketing systems such as ServiceNow, Jira, Remedy, or similar platforms

• Supporting user account management, password resets, access requests, group memberships, onboarding, offboarding, and permission troubleshooting

• Creating, updating, and using knowledge base articles, SOPs, job aids, and user-facing support documentation

• Coordinating with system administration, network, cybersecurity, application, endpoint, asset management, and operations teams

• Supporting federal, regulated, or security-sensitive environments is required.

Bonus Points If:

• Experience supporting Windows, macOS, mobile devices, virtual desktops, collaboration tools, VPN, MFA, printers, and standard enterprise applications.

• Experience with ITSM/ticketing tools such as ServiceNow, Jira Service Management, BMC Remedy, or similar platforms.

• Experience supporting identity and access management tools such as Active Directory, Azure AD/Entra ID, Okta, or similar platforms.

• Experience troubleshooting Microsoft 365, Teams, Outlook, SharePoint, OneDrive, browsers, endpoint software, and common productivity tools.

• Experience supporting endpoint management and remote support tools such as Intune, SCCM/MECM, JAMF, Tanium, BeyondTrust, Bomgar, or similar tools.

• Experience supporting incident, request, problem, change, escalation, and knowledge manual

Security Clearance:

• Active 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.

The pay range for 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 is: $91,300 — $184,900 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 backgro

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