Service Desk Engineer*

We are

Navisite, Part of Accenture has evolved to become a trusted digital transformation partner for growing and established global brands. We provide global capabilities, customer-centric solutions, and flexible approaches that are specifically rightsized for the needs of mid-market and small enterprise customers. This team specializes in digital transformation and managed services with deep expertise in cloud, infrastructure and application services dedicated to assisting clients in building a strong digital core. With experience across multiple cloud providers, enterprise applications and digital technologies, Navisite serves clients in the health and industrial, life sciences, technology, consumer goods and retail industries. Given their customer-centric solutions and flexible approaches, this team is adept at scaling our services for clients seeking to modernize and build more agile, resilient, and scalable businesses. The Navisite team of more than 1,400 members globally joined Accenture in January 2024. As part of Accenture, you will be working with an ambitious, collaborative team more empowered than ever to help customers modernize their IT for the AI era.

You are

The Service Desk Engineer provides technical support to end users by troubleshooting, diagnosing and resolving software, hardware and connectivity issues. The role is the first point of contact for helping resolve IT issues.

The Work

• Provide technical support for incoming queries related to hardware, software, and network problems via phone, email, or chat.

• Troubleshoot and resolve issues related to operating systems, software applications, and hardware devices.

• Respond to and manage service requests in a timely and professional manner.

• Log and track all service desk incidents and requests in the ticketing system.

• Identify, analyze, and prioritize technical issues based on severity and business impact.

• Provide guidance to end-users on how to use various software tools and systems effectively.

• Escalate complex or unresolved issues to senior IT support staff or specialists.

• Maintain knowledge of common software and hardware issues to resolve problems efficiently.

• Ensure proper documentation of all incidents, including solutions, to build a knowledge base for future reference.

• Contribute to system updates and improvements based on user feedback.

• Assist with the onboarding of new employees, including setting up accounts and access.

• Abilityto support a 7x13, 7am to 8pm EST - shift rotations available.

Travel may be required for this role. The amount of travel will vary from 0 to 100% depending on business need and client requirements.

Here's what you need:

• Minimum 2 years of experience in a technical support or service desk role.

• Minimum 2 years knowledge of Windows, Linux, macOS operating systems

• Minimum 2 years experience with enterprise ticketing systems, including but not limited to: Jira and ServiceNow

• Minimum 2 years experience with common hardware (laptops, printers) and software applications

• At least one year of proven experience with troubleshooting and problem solving of various technical issues

• Bachelor's degree or equivalent (minimum 12 years) work experience. (If Associate's Degree, must have minimum 6 years work experience)

Bonus Points if

• You have familiarity working with Active Directory

• You have knowledge of Cloud Services support - AWS, Azure, Google Cloud troubleshooting

• You have the ability to configure and troubleshoot VPNs, Mobile Devices and remote desktop solutions

• You have use of remote support tools - Remote Desktop, Connectwise, Managed Engine

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired in California, Colorado, District of Columbia, Illinois, Maryland, Minnesota, New York or Washington as set forth below. We accept applications on an on-going basis and there is no fixed deadline to apply. Information on benefits is here. (~~~)

Role Location Annual Salary Range

California $54,900 to $131,300

Colorado $54,900 to $113,400

District of Columbia $58,400 to $120,800

Illinois $50,800 to $113,400

Minnesota $54,900 to $113,400

Maryland $50,800 to $105,000

New York $50,800 to $131,300

Washington $58,400 to $120,800

What We Believe

We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.

Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here (~~~)

Equal Employment Opportunity Statement

Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation.

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.

Accenture is committed to providing veteran employment opportunities to our service men and women.

For details, view a copy of the Accenture Equal Employment Opportunity and Affirmative Action Policy Statement (~~~) .

Requesting An Accommodation

Accenture 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 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.

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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 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.