IT Help Desk Lead - Accenture Federal Services
Eglin AFB, FL
About the Job
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 to do the work you love in an inclusive, collaborative, and caring community, where you can be 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!
Accenture Federal Services is seeking an experienced Help Desk Team Lead or a Focal Point Team Lead with technical expertise, customer engagement skills, and a commitment to a vital national security mission. The Focal Point Lead acts as the centralized customer service center to consolidate all help and service desk functions. The individual will be responsible for first contact with customers and for outage notifications, status updates, and ticket tracking. Provides customers a one-stop service operation for Tiers 1 and 2 support. The lead will help identify, assign, track, and prioritize trouble tickets.
Responsibilities include:
- Provide IT support for day-to-day operations, monitoring, and issue resolution across multiple environments
- Provide Tier 1 (Help Desk) problem identification, diagnosis and resolution of problems
- Provide Tier 1 (Help Desk) and Tier 2 (Escalation) problem identification, diagnosis, and support
- Collaborate with Tier 2 support teams on workload management, patch management, active directory management, onboarding, and any other troubleshooting as required
- Provide detailed trend analysis to identify and resolve reoccurring issues
- Track and provide detailed analysis and updates to the team and customer regarding escalated tickets
- Support the tracking and communication of system outages internally and externally
- Aid Cloud Administrators with user onboarding and accessing IT systems as needed
- Ability to provide constructive feedback and coaching to team members, including individuals who may be underperforming
Here's what you need:
- DoD 8570 IAT Level II certification or higher (Sec+, CISSP, CASP, etc.) or DoD 8140 equivalent
- Bachelor's Degree in Technical Discipline, or 4+ years of related work or military experience may be substituted for a degree
- 3+ years of Systems administration experience with Windows and/or Linux to include PowerShell and/or Bash Scripting
- 3+ years of leading teams, promoting a culture of continuous improvement, and a focus on effective and efficient processes and procedure improvement
- 1+ years of demonstrated ability to retain and develop high performing individuals.
Bonus points if you have:
- Experience in cloud technologies and platforms
- AWS Cloud Certifications
- Experience working in a cloud environment, preferably AWS GovCloud
- General understanding of basic Networking principles
- Experience working in a DevSecOps project environment
- Ability to work in a matrixed team environment and support multiple different efforts as needed
- Desire to learn new technologies and tools and willing to share your experience with the team
- Strong verbal and written communication skills. Able to engage with users in a professional manner and present technical concepts plainly to semi-technical customers.
- Ability to interface with seasoned Government personnel
Security Clearance:
- Active TS with SCI eligibility. Must be willing to undergo a polygraph examination.
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, New York, Washington, and the District of Columbia. 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, New York, Washington, and the District of Columbia is:
$97,300—$196,500 USD
What We Believe
We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture Federal Services has the responsibility to create and sustain an inclusive environment.
Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here
Equal Employment Opportunity Statement
Accenture Federal Services is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation.
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.
Accenture is committed to providing veteran employment opportunities to our service men and women.
For details, view a copy of the Accenture Equal Opportunity and Affirmative Action Policy Statement.
Los Angeles County Information Only
If you live in or expect to work from Los Angeles County if hired for this position, please review below for important additional information.
Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed in the job posting, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, meet client expectations, standards, and accompanying requirements, and safeguard business operations and company reputation. Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, Los Angeles Fair Chance Initiative for Hiring Ordinance, and San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Requesting An Accommodation
Accenture Federal Services is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture Federal Services and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.
If you are being considered for employment opportunities with Accenture Federal Services and need an accommodation for a disability or religious observance during the interview process or for the job you are interviewing for, please speak with your recruiter.
Other Employment Statements
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.
Candidates who are currently employed by a client of Accenture Federal Services or an affiliated Accenture business may not be eligible for consideration.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.
Source : Accenture Federal Services
