Service Desk Support Analyst
Posted Updated 6
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Summary
Supports federal government platforms from a service desk in Washington, DC: triages and resolves escalated incidents, runs root-cause analysis, verifies releases, validates and reconciles data, and builds reports and monitoring using SQL, Splunk, CloudWatch, and advanced Excel. Requires US citizenship with Public Trust clearance eligibility.
At Accenture Federal Services, nothing matters more than helping the US federal government make the nation stronger and safer and life better for people. Our 13,000+ people are united in a shared purpose to pursue the limitless potential of technology and ingenuity for clients across defense, national security, public safety, civilian, and military health organizations.
Join Accenture Federal Services, a technology company within global Accenture. Recognized as a Glassdoor Top 100 Best Place to Work, we offer a collaborative and caring community where you feel like you belong and are empowered to grow, learn and thrive through hands-on experience, certifications, industry training and more.
Join us to drive positive, lasting change that moves missions and the government forward!
Key Responsibilities
- Perform comprehensive system verifications to ensure the functional integrity of core school partner processing platforms and data engines.
- Research, diagnose, and resolve complex system anomalies and operational challenges across multiple platform components.
- Lead incident triage, root cause analysis, and resolution activities for escalated service desk issues.
- Act as the primary escalation point for complex client concerns, maintaining professionalism and ensuring timely resolutions.
- Generate, analyze, and deliver recurring system reports and detailed ad hoc analyses using tools such as SQL, Splunk, CloudWatch, and Advanced Excel.
- Execute data validation and financial reconciliation activities across internal and external system interfaces to maintain data integrity.
- Support pre‑production and production verification scripts, deployment validation efforts, change impact assessments, and readiness reviews for new releases.
- Contribute to business process design, workflow optimization, and the development of synthetic monitoring capabilities, alerts, and dashboards.
- Collaborate with technical and cross‑functional teams to ensure seamless service transitions and smooth system deployments.
- Mentor junior team members and independently manage small projects or workstreams.
Required Qualifications
- Must be a U.S. Citizen with ability to obtain a Public Trust clearance
- Experience in service desk support, system operations, or application support environments.
- Strong analytical and troubleshooting skills, with the ability to diagnose and resolve complex technical issues.
- Proficiency with SQL, Splunk, CloudWatch, and advanced Excel functions used in system analysis and reporting.
- Hands‑on experience executing system verifications, data validations, and reconciliation processes.
- Familiarity with ITIL or other service management frameworks.
- Ability to lead incident triage and root cause analysis activities.
- Strong communication skills for handling client escalations and cross‑team coordination.
- Ability to manage small projects or autonomous work efforts while mentoring junior staff.
Preferred Experience
- Experience supporting eligibility processing, financial reconciliation systems, or other data‑driven platforms.
- Background in service transition procedures, deployment readiness, and change impact analysis.
- Experience developing synthetic monitoring capabilities, including dashboards and custom alerts.
- Exposure to designing or optimizing business processes and operational workflows.
- Previous experience in environments involving multi‑system data interfaces or regulated operational processes.
- Familiarity with scripting or automation supporting verification and monitoring activities.
As required by local law, Accenture Federal Services provides reasonable ranges of compensation for hired roles based on labor costs in the states of California, Colorado, Connecticut, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Ohio, Vermont, Virginia, Washington, and the District of Columbia. The base pay range for this position in these locations is shown below. Compensation for roles at Accenture Federal Services varies depending on a wide array of factors, including but not limited to office location, role, skill set, and level of experience. Accenture Federal Services offers a wide variety of benefits. You can find more information on benefits here. We accept applications on an on-going basis and there is no fixed deadline to apply.
The pay range for the states of California, Colorado, Connecticut, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Ohio, Vermont, Virginia, Washington, and the District of Columbia is:
$65,900—$120,000 USD
What We Believe
As a company wholly dedicated to serving the US federal government, we bring together the best talent to help reinvent how federal agencies operate and deliver greater value for their mission and the American people. We have an unwavering commitment to creating a culture in which all our people are respected, feel a sense of belonging, and have equal opportunity. As a business imperative, every person at Accenture Federal Services has the responsibility to create and sustain a culture where everyone feels welcomed and included. This is grounded in our core values and our experience that hiring and developing great people who reflect different perspectives, experiences, and backgrounds is key to driving innovation and delivering the results that our clients and the country count on.
Equal Employment Opportunity Statement
We believe that no one should be discriminated against because of their differences. 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. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. For details, view a copy of the Accenture Federal Services Equal Opportunity Policy Statement.
Accenture Federal Services is an Equal Employment Opportunity employer. Additionally, as an Affirmative Action Employer for Veterans and Individuals with Disabilities, Accenture Federal Services is committed to providing veteran employment opportunities to our service men and women.
Requesting An Accommodation
Accenture Federal Services is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture Federal Services and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.
If you are being considered for employment opportunities with Accenture Federal Services and need an accommodation for a disability or religious observance during the interview process or for the job you are interviewing for, please speak with your recruiter.
Other Employment Statements
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.
Candidates who are currently employed by a client of Accenture Federal Services or an affiliated Accenture business may not be eligible for consideration.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.
California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, please click here for additional important information.
Skills
As published by greenhouse · 16 questions
Basics
First Name, Last Name, Email, Phone, Resume/CV, Cover Letter, Location
Short answers (1)
- If yes, please list the full name of the employee(s) and your relationship to them. optional
Pick from a list (15)
- State
- Are you at least 18 years of age?
- Are you legally authorized to work in the United States?
- Many AFS positions require US citizenship. Please indicate your citizenship status so we can determine eligibility for specific roles. optional
- Will you now or in the future require sponsorship for employment visa status (for example, H-1B visa status)?
- Have you entered into a non-disclosure or non-compete agreement or understanding of any kind?
- Have you worked at Accenture in the past?
- How did you hear about us?
- Do you hold a security clearance?
- At your current employer, are you currently working on a project with Accenture or have you worked on a project with Accenture in the past 24 months?
- Are you a current employee of the U.S. Government (including U.S. Congress or military) or any state or local government? This includes entities owned or controlled by the U.S. Federal Government, such as Amtrak, the United States Postal Service, and USAID (see list of exceptions below). NOTE: answer yes if you have accepted the “Fork-in-the-Road” offer, separated with a Deferred Retirement Plan, or are on administrative leave pending separation from the Government.
- Will you be serving as enlisted personnel in either the Reserves or the National Guard while working for AFS?
- Were you an employee of the U.S. Government (including U.S. Congress or military) or any state or local government within the past 10 years? This includes entities owned or controlled by the U.S. Federal Government, such as Amtrak, the United States Postal Service, and USAID (see list of exceptions below).
- Do you have any family members or people you have close relationships with who work for Accenture Federal Services?
- Affirmation