IT Customer Service Analyst

Employer
Accenture
Location
Washington, DC
Posted
Mar 20, 2017
Closes
Mar 21, 2017
Function
Analyst, IT
Industry
Other
Hours
Full Time
Title: IT Customer Service Analyst Location: USA-Southeast Job Number: 00453483 Career Track: Client Delivery & Operations Role: IT Customer Service Analyst Location: Tampa, FL Accenture's Services workforce is a dedicated team of people who work on outsourcing engagements. These are long-term partnerships with clients for whom we manage and provide increasingly specialized business operations, such as finance and accounting, IT, applications development and maintenance, help desk services, and HR. We not only maintain key business functions for clients, we constantly seek to improve them to help our client's move ahead of the competition. Job Description Overview Client Operations professionals are responsible for the day-to-day provision of long-term outsourcing services to one or several clients. They design, manage and implement the activities associated with key business functions. The Service Delivery/Operations capability focuses on the attributes or skills essential to providing the necessary services and solutions to the client, the client's employees or the client's customers in fulfillment of contractual obligations agreed upon by both parties. Examples of professionals in this capability would be software developers and technical architects. The Technology Infrastructure Outsourcing specialty incorporates a wide range of outsourcing skills that focus on four major areas of IT and technical support: communications, desktop management and mobility, customer support and hosting. A Tech Support Analyst will provide technical support to the call centers and shared service facility. Responsible for configuring and supporting hardware and software components required by project teams. Monitors latest hardware\software patches, releases, and upgrades. Key Responsibilities Include: * Assist in assembling and configuring new personal computer hardware when it is received from vendors Assist in assembling and configuring new server hardware when needed per client requirements * Install and configure application software along with various required system files and utilities according to approved specifications standards and procedures * Manage file servers, application servers, and/or mainframes by installing and configuring the required network drivers and communication software. Map applications to the appropriate network drives for proper data access, security, and back up * Maintain problem status for each problem ticket assigned according to current standards and specifications and monitor support performance goals * Perform asset management functions for all server-related assets according to current policies and procedures * Provide support for hardware, software, and/or network connectivity problems. Maintain problem status for each problem ticket assigned according to current standards and specifications * Obtain patches, fixes, and product updates with appropriate hardware and software vendors through telephone contact, bulletin boards, and/or Internet services * Assist in the installation and maintenance of file servers, application servers and network peripherals (ie, tape drives, printers, etc.), network operating systems, server applications, and utilities * Provide on-call support outside normal business hours as needed. Qualifications: Basic Qualifications: * Minimum of 1 years of experience with Proactive support of a virtual server infrastructure based on VM ware and MS Windows Technology * Minimum of 1 years of experience Windows SCCM, SCOM, WDS, DHCP, DNS * Minimum of 2 years' experience Management and maintenance of Windows Active Directory and Group Policy * Minimum of 2 years' experience troubleshooting technical issues Professional Skill Requirements: * Proven ability to work independently and as a team member * Ability to be flexible and work analytically in a problem-solving environment * Excellent communication (written and oral) and interpersonal skills * Strong coaching and project management skills * Strong organizational, multi-tasking, and time-management skills 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 and with Accenture (ie, H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status). Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration. Accenture is an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities. Equal Employment Opportunity 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. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. Accenture is committed to providing veteran employment opportunities to our service men and women. Job: IT Operations