User Support Specialist

About this role

<div class="content-intro"><div> <div> </div> <div>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. </div> <div> </div> <div>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. </div> <div> </div> <div>Join us to drive positive, lasting change that moves missions and the government forward!</div> <div> </div> </div></div><p><strong>You Are:</strong></p> <p>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.</p> <p><strong>The Work:</strong></p> <ul> <li>Establish and enforce support standards, SLAs, and operational processes aligned with organizational requirements.</li> <li>Ensure team members deliver effective troubleshooting for hardware, software, network, and access‑related issues, escalating complex incidents to the appropriate technical teams.</li> <li>Drive quality and consistency in user interactions across phone, email, chat, and in‑person support</li> <li>Own the development, maintenance, and governance of the support knowledge base, ensuring accurate, current, and user‑friendly documentation.</li> <li>Coordinate and support user training initiatives to enhance user proficiency with common systems, tools, and best practices</li> <li>Collect, analyze, and report on operational metrics, user feedback, and recurring issues to identify trends and drive continuous service improvement</li> <li>Stay current with supported technologies, organizational standards, and industry best practices, ensuring the support team remains aligned with evolving needs.</li> <li>Partner with cross‑functional teams to refine support workflows, improve system usability, and enhance overall service delivery.</li> </ul> <p><strong>Here's What You Need:</strong></p> <ul> <li>5 years of IT experience, with experience providing end-user support </li> <li>Knowledge of end-user support, service desk operations, incident management, request fulfillment, and customer service best practices.</li> <li>Experience with one or more of the following:</li> <ul> <li>Resolving user requests and troubleshooting hardware, software, network, access, endpoint, and collaboration tool issues</li> <li>Supporting multi-channel user communications, including phone, email, chat, walk-up, remote support, and ticketing queues</li> <li>Documenting user interactions, troubleshooting steps, resolution actions, and escalation details in ticketing systems such as ServiceNow, Jira, Remedy, or similar platforms</li> <li>Supporting user account management, password resets, access requests, group memberships, onboarding, offboarding, and permission troubleshooting</li> <li>Creating, updating, and using knowledge base articles, SOPs, job aids, and user-facing support documentation</li> <li>Coordinating with system administration, network, cybersecurity, application, endpoint, asset management, and operations teams</li> <li>Supporting federal, regulated, or security-sensitive environments is required.</li> </ul> </ul> <p><strong>Bonus Points If:</strong></p> <ul> <li>Experience supporting Windows, macOS, mobile devices, virtual desktops, collaboration tools, VPN, MFA, printers, and standard enterprise applications.</li> <li>Experience with ITSM/ticketing tools such as ServiceNow, Jira Service Management, BMC Remedy, or similar platforms.</li> <li>Experience supporting identity and access management tools such as Active Directory, Azure AD/Entra ID, Okta, or similar platforms.</li> <li>Experience troubleshooting Microsoft 365, Teams, Outlook, SharePoint, OneDrive, browsers, endpoint software, and common productivity tools.</li> <li>Experience supporting endpoint management and remote support tools such as Intune, SCCM/MECM, JAMF, Tanium, BeyondTrust, Bomgar, or similar tools.</li> <li>Experience supporting incident, request, problem, change, escalation, and knowledge manual</li> </ul> <p><strong>Security Clearance:</strong></p> <ul> <li>Active Secret, Top Secret, TS/SCI, or TS/SCI with Polygraph clearance required, depending on position</li> </ul><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p> </p> <p><span class="TextRun SCXW225111203 BCX8" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW225111203 BCX8">As required by local law, Accenture Federal Services provides reasonable ranges of compensation for hired roles based on labor costs in the states of <strong>California, Colorado, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont,…