Tech Support Analyst

Join Accenture as an early career Tech Support Analyst delivering onsite IT technical support at the Accenture IT Solution Bars in Atlanta, GA. This 100% onsite role helps technology interactions support business goals, with a focus on incident and service request resolution, strong customer service, and effective asset management. You will work directly with Accenture employees in an environment built for customer excellence and daily collaboration.

What you’ll do

• Own day-to-day technology interactions in the local office and help ensure technology supports business objectives.
• Manage operational IT incidents, problems, and service requests, driving resolution and root cause analysis within SLAs and coordinating with local and global teams as needed.
• Provide IT support for office events, including new joiner inductions, VIP meetings, and videoconference events, when required.
• Support custom requests as directed and ensure knowledge of the products and services delivered within your area of responsibility.
• Demonstrate understanding of core CIO IT products and services, including how to communicate product use cases (who should use the product and why).
• Proactively recommend ways to help keep services cost-efficient, gather customer feedback on products and services, and escalate insights to leadership.
• Manage technology assets in line with asset management policies, processes, and requests, including keeping the asset management tool updated for IT hardware movement.
• Handle Accenture provisioned IT assets and equipment using agreed processes, policies, and security standards.
• Act as a technology services customer champion by building trust-based relationships and maintaining two-way feedback with key customers and customer groups.
• Support local collaboration across Technology Services and Geographic Services and follow Accenture performance management processes.

What you bring

• Minimum 1 year of experience with Customer Technical Support.
• Minimum 1 year of experience with Customer Experience Management.
• Minimum 1 year of experience in Service Desk or Desktop Support.
• Experience working with ITIL software such as ServiceNow or Remedy.
• Familiarity with enterprise collaboration platforms including Microsoft Teams, Google Meets, Zoom, and Webex.
• Hands-on support experience with Microsoft Windows 10, Windows 11, OSX, and 0365.
• Strong communication skills for working with non-technical stakeholders, senior leadership, and executives.
• High School Diploma/GED.

Tools and technologies

• ITIL, ServiceNow, Remedy
• Microsoft Teams, Google Meets, Zoom, Webex
• Microsoft Windows 10, Windows 11, OSX, 0365

Compensation and schedule

Onsite in Atlanta, GA (Atlanta Piedmont Center). Full time in the office with no option to work remotely. Hourly pay range: USD 21 - 49. Experience level: 1+ years.

Benefits

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

Bonus points

• Comp TIAA Certifications
• ITIL Foundations Certification
• Customer Satisfaction experience
• Quality Assurance (QA) experience