Federal - PSOC Support Help Desk Specialist

Organization: Accenture Federal Services

Location: Springfield, VA

Great outcomes are everything. It's what drives us to turn bold ideas into breakthrough solutions that solve the toughest problems fast--the first time. So you can change how people work and live.

The Help Desk Specialist is responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution. Writes training manuals and Knowledge Base articles. Trains computer users. Responds to email or chat messages for customers seeking help. Asks questions to determine nature of problem. Walks customers through problem-solving process. Runs diagnostic programs to resolve problems. Follows up with customers to ensure issue has been resolved. Gains feedback from customers about system usage. Runs reports to determine malfunctions that continue to occur.

The Help Desk Specialist is responsible for providing immediate mission critical Tier 1 support for production systems to ensure the proper collection, exploitation, and dissemination of intelligence to the mission. This support includes fielding calls to the enterprise service desk, triaging incidents that directly impact the mission, collaborating with Tier 2 Support Personnel and IT service providers to resolve mission critical events, and creating and running scripts that fix issues with mission systems interfaces, data propagation, and tasking of assets used to collect data.


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