On-site Tech Support Analyst in Manhattan West, NY, delivering IT support, incident and service request management, asset management, and customer service across technology services.
Responsibilities
- Influence the local in-office technology experience to support business objectives.
- Own and manage each customer interaction from start to finish.
- Coordinate effective IT incident, problem, and service request workflows, driving timely resolution and root-cause analysis within SLA, and collaborating with local and global teams as needed.
- Provide IT assistance for events such as new joiner inductions, VIP meetings, and videoconferences when required.
- Support custom IT requests as directed.
- Maintain current knowledge of the products and services delivered within the area of responsibility.
- Demonstrate understanding of core CIO IT products and services and communicate their use cases (who should use them and why).
- Proactively identify opportunities to keep services cost-efficient.
- Gather feedback on products and services and escalate to leadership when appropriate.
- Role is 100% onsite at the Manhattan West, NY office.
Requirements
- Minimum of 1 year in a customer support role within a predominantly Windows environment.
- At least 1 year of experience with an enterprise ticketing system and an asset tracking system.
- Minimum 1 year of in-person customer engagement experience.
- At least 1 year of troubleshooting experience.
- Microsoft Office proficiency by level: Excel (Beginner), Word (Beginner), PowerPoint (Beginner), Outlook (Intermediate).
- High School Diploma or GED.
- Bonus points for Apple experience, familiarity with Asset Management principles, and experience with ITSM tools such as Remedy or ServiceNow (or equivalents).
Technologies
- Windows operating environment
- Enterprise ticketing system and asset tracking system
- Asset management tools
- Microsoft Office suite (Excel, Word, PowerPoint, Outlook)
- Remedy and ServiceNow or similar incident management platforms
Benefits
- Medical, dental, vision, life, and long-term disability coverage
- 401(k) plan
- Bonus opportunities
- Paid holidays and paid time off
Accommodation
Accenture is committed to providing equal employment opportunities and will offer reasonable accommodations for applicants with disabilities or religious observances as needed. If accommodation is required during the recruiting process, please contact a recruiter at 1 (877) 889-9009 or via email.
Equal Employment Opportunity
We do not discriminate on the basis of age, race, creed, color, religion, sex, national origin, disability status, veteran status, sexual orientation, gender identity or expression, or any other protected characteristic. Details are described in the Accenture Equal Opportunity Statement. Accenture is an equal opportunity employer for veterans and individuals with disabilities.
Other Employment Statements
Applicants must have work authorization in the United States without requiring visa sponsorship. Current employees of clients or affiliated Accenture entities may not be eligible for consideration. A criminal history is not an absolute bar to employment, and the company does not tolerate pay discrimination or disclosure of compensation information by those who have access to it. California residents should review additional notices where applicable.
