Tier 1 Help Desk

Description

The company is a technology business within the global Accenture group. It supports US federal agencies in defense, national security, public safety, civilian, and military health, and it has 13,000+ people.

In this role you are the first person employees and customers contact when they need technical help. You diagnose issues, fix what you can, and pass harder cases to higher support tiers.

The job suits someone who likes solving problems, explains things clearly, and works on a team in an Agile IT setting.

Responsibilities

• Take in help desk requests by phone, email, chat, and the ticketing system.
• Troubleshoot first-level hardware, software, network, and account problems.
• Walk users through fixes one step at a time, staying calm and patient.
• Record every contact, the steps you took, and the outcome in the ticketing system.
• Send unresolved or complex cases to Tier Two or specialist teams.
• Handle password resets, account unlocks, and basic user admin work.
• Work to set procedures, SLAs, and escalation paths.
• Watch system alerts and flag possible problems to senior staff.
• Join Agile ceremonies such as standups, retrospectives, and sprint planning when needed.

Requirements

• At least 1 year supporting a technical help desk, with exposure to Active Directory and user permissions, software patching, computer hardware, operating systems, and or common business applications.
• Proven ability to fix basic technical issues by following documented procedures.
• Able to obtain DoD 8570 IAT II certification (Security+ or higher) within 90 days of hire.
• You must hold an active TS/SCI clearance or higher.
• Bonus: experience with Linux scripting, Gitlab, Jira and Confluence, ArgoCD, AWS, Terraform, Kubernetes, or Agile practices.
• Bonus: CompTIA A+, Network+, or similar certifications.
• Bonus: strong communication skills and a customer-first attitude.

Conditions

Pay depends on location, role, skill set, and experience, and the company publishes pay ranges where local law requires in California, Colorado, Connecticut, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Ohio, Vermont, Virginia, Washington, and the District of Columbia.

In those locations, the base pay range is $89,000 - $170,200 USD.

Applications are accepted on an ongoing basis with no fixed deadline.

The company is committed to equal opportunity and an inclusive workplace.

Benefits

• The company offers a wide variety of benefits, and it can provide details on request.
• Opportunities to grow and learn through hands-on experience, certifications, and industry training.