You are:

An Endpoint Support Technician who will contribute to the overall AFS IT Organization by owning the IT Endpoint Support function and as the St. Louis site grows, leading a small team in delivering support for the AFS employee population. This role will work closely with Endpoint Support Leadership and other parts of the AFS IT Organization to ensure they have the necessary information to delivery enterprise technology support to all AFS people. Successful candidates for this role will possess outstanding technical support, communications, time management, and organizational skills. This role will report to the AFS Endpoint Support Delivery Center Lead.

The work:

• Provides technical support primarily to Accenture Federal Services (AFS) people in the St. Louis, MO office

• Provides support for walk-ups and incidents escalated from Service Desk and other Endpoint Support locations

• Provides remote support for employees outside of the St. Louis office

• Works independently and is self-sufficient when providing support

• Manages time and resources appropriately

• Exhibits proficient technical skills and excellent customer service

• Documents actions taken accurately within tickets

• Follows up on tickets to ensure issue resolution and customer satisfaction

• Maintains high customer satisfaction ratings

• Identifies causes for customer dissatisfaction and recommends improvements

• Receives and responds to customer issues and inquiries, providing guidance and/or training, as needed

• Seeks assistance and escalates tickets as necessary, to either leads or other Techs

• Develops and maintains knowledge of AFS workstations, software, standards, and policies

• Develops an understanding of operational processes and follows established processes for consistency across all Endpoint Support locations (new hires, transfers, terminations)

• Approaches work with a mindset of continuous improvement and suggests process changes to realize efficiencies and improved outcomes

• Works with Endpoint Support Leads to ensure all processes are being followed and SLAs are met

• Collaborates with other Endpoint Support Techs

• Works closely with Advanced Technology Center (ATC) leadership for any IT requests and needs

• Performs Asset Management duties for St. Louis, e.g. updates assets, receives new assets, conducts physical inventory

• Completes hardware upgrades and repairs, working with external vendors

• Completes other technical and non-technical tasks

• Assists with special projects

• Works with other teams within AFS (Workplace, Recruiting, Security, Network, and AV)

• Hours are 8 AM-5 PM, Monday-Friday, in the office, with approved overtime

• Hours are not flexible

Here's What You Need:

• U.S. Citizenship required

• 3 years experience working in the Information Technology

• Customer Service experience

• Must be willing to go on site in our St. Louis office 5 days a week

Other Required Skills:

• Proven ability to work independently and as a team member

• Excellent communication (oral and written) skills

• Excellent organization, multi-tasking, and time-management skills

• Strong organizational, multi-tasking, and time-management skills

• Focused attention to detail with ability to track, prioritize, and work to completion numerous action items

• Comfortable in a fast-paced, deadline-driven environment subject to rapid change and ambiguity

Bonus Points if you Have:

• Experience leading a team and growing junior team members

• Ability to interact with people across various parts of an organization as well as external vendors

• Experience working productively in a virtual/remote environment

• CompTIA A+ certification

• CompTIA Network+ certification

• CompTIA Security+ certification

• Microsoft Desktop certification(s)

• Mobile device (Android, iOS) support

• Experience repairing Dell laptops

• Previous work on US Federal engagements

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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 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.

Requesting An Accommodation

Accenture 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 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 would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email or 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 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.