Accenture is seeking a Tech Support Associate to deliver onsite IT technical support and customer-facing technology services in Austin, TX. This role focuses on incident, problem, and service request management, technology asset oversight, and customer service and relationship management in support of business objectives.
Onsite Technology Services and Customer Experience
The role supports technology interactions in the local office to ensure that technology aligns with business goals. You will take ownership for individual customer interactions and act as a trusted point of contact for technology services within the office environment.
Incident, Problem, and Service Request Management
You will manage operational IT incident, problem, and service requests, driving resolution and performing root cause analysis within SLA requirements. Where needed, you will coordinate with wider teams across local and global organizations to ensure timely outcomes.
Event and Custom IT Support
You will provide IT support for onsite and technology-enabled events, including new joiner inductions, VIP meetings, and videoconference events when required. You will also support custom requests as directed.
Product and Service Knowledge
You will maintain knowledge of the products and services delivered within your area of responsibility. The role also requires understanding and communicating core CIO IT Products and Services, including product and service use cases such as who should use the product and why. You will gather feedback on products and services and escalate themes to leadership.
Customer Service and Relationship Management
You will build trust-based relationships with customers and customer groups and maintain two-way feedback on products, services, and current customer priorities. You will work with key contacts to identify opportunities for service improvements while striving to meet or exceed the quality and consistency of service delivery, escalating as necessary. The position includes effective collaboration across Technology Services and Geographic Services and adherence to Accenture performance management processes.
Asset Management
You will effectively manage technology assets while ensuring compliance with asset management policies, processes, and requests. Responsibilities include updating and maintaining the asset management tool to accurately track IT hardware movement in accordance with required processes, as well as managing Accenture provisioned IT assets and equipment using agreed processes, policies, and security standards.
Required Qualifications
- Less than 1 year of experience with Customer Technical Support
- Less than 1 year of experience with Customer Experience Management
- Less than 1 year of experience in Service Desk or Desktop Support
- Less than 1 year of experience working with ITIL software such as Service Now or Remedy
- Less than 1 year of hands-on experience supporting Microsoft Windows 10, Windows 11, OSX and Microsoft 365
- Strong communication skills to interface with non-technical stakeholders, senior leadership, and executives
- High School Diploma or GED
Relevant Technologies
- ITIL
- Service Now
- Remedy
- Microsoft Windows 10
- Microsoft Windows 11
- OSX
- Microsoft 365
Compensation and Location
- Location: Austin, TX (onsite)
- Pay: USD 20 - 48 per hour
Benefits
- Medical
- Dental
- Vision
- Life
- Long-term disability coverage
- 401(k) plan
- Bonus opportunities
- Paid holidays
- Paid time off
Bonus Points (Preferred)
- Comp TIAA Certifications
- ITIL Foundations Certification
- Customer Satisfaction experience
- Quality Assurance (QA) experience
- Technical degree or certifications
