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Tech Support Analyst - NYC (onsite)

Accenture · New York, NY · 1 mo ago
On-siteInformation Technology$23.13–$49.57/hrFull-time

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology, and Operations services, all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 721,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.

About the role

As an IT Technical Support Senior Analyst, you will provide high-value services to our customers, ensuring efficient and effective use of technology. You will be part of a team in our Solution Bars—a one-stop shop for IT support where we envision, advise, fix, train, create, innovate, and collaborate to enable high performance.

Responsibilities

  • Influence the customer experience for technology interactions in the local office to ensure technology supports business objectives.
  • Take ownership of individual customer interactions and manage IT incidents, problems, and service requests, driving resolution and root cause analysis within SLAs.
  • Liaise with wider local and global teams as necessary to resolve issues.
  • Provide IT support for events such as new joiner inductions, VIP meetings, and videoconference events.
  • Support custom IT requests as directed.
  • Demonstrate understanding of core CIO IT products and services, including their use cases.
  • Proactively suggest ways to ensure services remain cost-efficient.
  • Gather and escalate feedback on products and services to leadership.
  • Effectively manage technology assets, ensuring compliance with asset management policies and processes.
  • Update and maintain the asset management tool to accurately track IT hardware movement.
  • Manage Accenture-provisioned IT assets and equipment in accordance with internal policies and security standards.
  • Build trust-based relationships with customers and act as a Technology Services champion to deliver customer excellence.
  • Maintain two-way feedback with key customers and groups regarding products, services, and priorities.
  • Identify opportunities for service improvements through customer engagement.
  • Proactively meet or exceed the quality and consistency of service delivery to meet customer needs.
  • Ensure effective local team collaboration across Technology Services and Geographic Services.
  • Adhere to Accenture’s performance management process.

This role is 100% onsite at our Manhattan West, NY office.

Requirements

  • Minimum 1+ year of experience as a customer support professional in a predominately Windows environment.
  • Minimum 1+ year of experience working with an enterprise ticketing system and asset tracking system.
  • Minimum 1+ year of experience working with customers face-to-face.
  • Minimum 1+ year of experience troubleshooting.
  • Proficient in Microsoft Office products:
    • Excel – Beginner
    • Word – Beginner
    • PowerPoint – Beginner
    • Microsoft Outlook – Intermediate
  • High School Diploma or GED.

Preferred Qualifications

  • Apple experience.
  • Understanding of the principles of Asset Management.
  • Experience with ITSM tools such as Remedy or ServiceNow.

Pay

Compensation varies by location. Hourly salary ranges for this role are as follows:

  • California: $23.13 to $49.57
  • Cleveland: $21.39 to $39.66
  • Colorado: $23.13 to $42.84
  • District of Columbia: $24.62 to $45.63
  • Illinois: $21.39 to $42.84
  • Maine: $19.66 to $36.49
  • Maryland: $23.13 to $42.84
  • Massachusetts: $23.13 to $45.63
  • Minnesota: $23.13 to $42.84
  • New York: $21.39 to $49.57
  • New Jersey: $24.62 to $49.57
  • Virginia: $21.39 to $45.63
  • Washington: $24.62 to $45.63

Benefits

Accenture offers a market-competitive suite of benefits, including:

  • Medical, dental, vision, life, and long-term disability coverage.
  • 401(k) plan.
  • Bonus opportunities.
  • Paid holidays and paid time off.

For more information, visit U.S. Employee Benefits | Accenture.

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