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Federal - PSOC Support Help Desk Specialist

Job Location: VA - Springfield

Regional Description: Southeast

Job Number: 00509216


- Job description

Organization: Accenture Federal Services

Location: Springfield, VA or St Louis, MO


Accenture Federal Services, a wholly owned subsidiary of Accenture LLP, is a U.S. company that helps clients transform bold ideas into breakthrough outcomes.  We serve every cabinet-level department and 30 of the largest federal organizations. Our 9,000 dedicated colleagues and change makers work with clients at the heart of the nation's priorities in defense, intelligence, public safety, civilian and health to make a difference for the people they employ, serve, and protect. 


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.


Basic Qualifications:

  • BA/BS degree in Computer Science, Computer Information Systems, Engineering, Math, Business or other related field, and 3 years of recent experience, or 7 or more years of recent experience in Service/Help Desk support
  • Must hold a DoD 8570 IAT Level II Certification (GSEC, Security+ CE, SSCP, CCNA-Security)
  • Must be willing to work rotating schedules to include weekend and overnight work


  • Exposure to Department of Defense analysis experience
  • Experience or understanding of IT systems infrastructure
  • Experience or understanding of mission applications
  • Experience or understanding of mission tradecraft and processes
  • Experience with process development and deployment
  • Experience working in a 24x7 service desk environment
  • Hands-on experience with data correlation and analytics tools such as Apache Spark, Splunk, QLik, Tableau, or other business intelligence tool
  • 2-3 years experience in Unix, Solaris, Linux, or Windows servers
  • Scripting using bash, Chef, Puppet, or Windows PowerShell


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.


US Citizenship Required.


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