Tier III Analyst

Accenture Federal Services is seeking a Tier III Analyst to maintain and implement Tier III support structure and ticket resolution processes. The analyst will engage in ticket reviews, minor troubleshooting, ticket assignments, provide status updates on ticket load and resolution metrics, organize trackers and documentation (Standard Operating Procedures, Knowledge Base Articles, workflows), and participate in process improvement sessions to streamline team procedures and enhance customer experience.

• Minimum of 3+ years of experience in technical support, service desk operations, or IT operations with exposure to escalated (Tier II/Tier III) issue handling.
• Demonstrated experience reviewing, triaging, and resolving complex support tickets, including assigning work and providing status updates on ticket load and resolution progress.
• Experience creating and maintaining operational documentation such as Standard Operating Procedures, Knowledge Base Articles, workflows, and/or troubleshooting guides.
• Ability to identify process gaps and participate in process‑improvement initiatives aimed at streamlining support workflows and improving customer experience.
• Strong attention to detail with the ability to track metrics, analyze trends, and communicate findings to leadership or stakeholders.
• Ability to obtain and maintain a Secret clearance (Interim acceptable).

US Citizenship required.

Compensation for this role is based on location. The base pay range for California, Colorado, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Virginia, Washington, the District of Columbia, and the city of Cleveland is $91,300—$184,900 USD
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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, we are committed to providing veteran employment opportunities to our service members.

Accenture Federal Services is committed to providing reasonable accommodation to persons with disabilities or religious observances when required. If you are hired and need accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process.

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 discriminate against employees or applicants for inquiring about or disclosing pay.