Accenture Federal - Operation Support Technician in Knoxville, Tennessee
Title: Federal - Operation Support Technician Location: USA-Southeast Job Number: 00497948
Organization: Accenture Federal Services
Location: Arlington, VA
Role Description: Provide ongoing technical support and maintenance of production and development systems and software products (both remote and onsite) and for configured services running on various platforms (operating within a defined operating model and processes). Provide hardware/software support and implement technology at the operating system-level across all server and network areas, and for particular software solutions/vendors/brands. Work includes L1 and L2 basic and intermediate level troubleshooting.
Specific responsibilities involved in this role include:
Provide infrastructure operations support for the daily/weekly/monthly health checklists in one or more of these areas: Microsoft Azure Cloud Tenant, Microsoft Office 365, or Network Management; complete and report during daily Ops calls
Provide Infrastructure Operations Support for end user enablement processes
Review SCOM reports/alerts; remediate as needed
Take primary responsibilities in Incident Management and Request Management; resolve incidents affecting the operation/availability of production systems, through troubleshooting and implementing known fixes; fulfill user requests through established review/approval process
Participate in Change Management through established change approval process
Analyze system performance indicators and recommend improvement actions
Monitor vendors' release notes to understand upcoming releases/changes
Make proactive suggestions for service improvements
Demonstrate commitment to Service Excellence
1 year of experience supporting end users and working incident tickets and service requests
1 year of experience in operations and support in one or more of the following:
Microsoft Office 365Administration
Microsoft Skype/Lync Support
Network Management (IPSubnetting, Aruba Wireless Management, or Juniper SRX Firewall)
Bachelor’s degree in Computer Science or related field
Preferred Skills and Qualifications:
Ability to function in a fast paced high demand environment
Ability to learn new skills and research issues on their own when needed
Ability to work on a team of highly skilled technical resources
Ability to quickly troubleshoot issues and provide sound solutions
Ability to develop strong professional relationships with fellow team members
Familiarity in Service Management/ITIL Practices (incident, problem, change, service request)
Familiarity with ITIL/IT Service Management tools (ServiceNow)
ITIL v3 Foundation Certification or ITILv2 Certification
Microsoft Operations Framework Certification
Strong organizational, multi-tasking, and time-management skills
Proven Ability to work Independently and as a team member
Proven ability to identify potential areas of improvement and make recommendations
Good communication (written and oral) and interpersonal skills
An active security clearance or the ability to obtain one may be required for this role.
Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.
Applicants for employment in the U.S. must possess work authorization which does not require now or in the future sponsorship by the employer for a visa.
Accenture is a federal contractor, 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