Tech Support Analyst - NYC; onsite

We Are

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology, and Operations services.

A IT Technical Support Senior Analyst. You keep technology running smoothly, both behind the scenes and for customers. You will provide high value services to customers, adding efficiency and enabling high performance.

• Influence the customer experience for technology interactions in the local office to ensure technology supports business objectives. Take ownership for individual customer interactions.
• Management of effective operational IT incident, problem and service requests, successfully driving resolution and root cause analysis within SLA’s, liaising with wider teams both local and global where necessary.
• Provision of IT support for events such as new joiner inductions, VIP meetings and video conference events when required.
• Provision of IT support where needed for custom requests as directed.
• Ensure knowledge of product and services delivered from area of responsibility.
• Demonstrate an understanding of core CIO IT Products and Services. Understand and communicate product and service use cases.
• Proactively suggest ways to ensure services remain cost efficient.
• Gather feedback on products and services and elevate to leadership.

• Effectively manage technology assets, ensuring compliance with asset management policies, processes and requests.
• Update and maintain the asset management tool to accurately account for movement of IT hardware.
• Manage Accenture provisioned IT assets and equipment, working to agreed processes, policies and security standards.

• Build effective trust‑based relationships and act as the Technology Services customer champion.
• Ensure two‑way feedback is maintained on products, services, and current customer priorities. Work with these contacts to identify opportunities for service improvements.
• Proactively seek opportunities to meet or exceed service delivery quality and consistency.
• Ensure effective local team collaboration across Technology Services and Geographic Services.
• Ensure adherence to Accenture performance management process.

This role is to be performed 100% onsite at our Manhattan West, NY office.

• Minimum 1+ year experience in customer support in a predominantly Windows environment.
• Minimum 1+ year experience working with an enterprise ticketing system and asset tracking system.
• Minimum 1+ year experience working with customers face to face.
• Minimum 1+ year experience troubleshooting.
• Proficiency in Microsoft Office:
  Excel – Beginner, Word – Beginner, PowerPoint – Beginner, Outlook – Intermediate.
• High School Diploma/GED.

• Apple experience.
• Understanding of the principles of Asset Management.
• Experience with ITSM Remedy/Service Now or equivalent incident management tools.

Competitive hourly salary range varies by location but begins at $21.39 and can go up to $49.57. Accenture offers a comprehensive suite of benefits including medical, dental, vision, life, long‑term disability coverage, a 401(k) plan, bonus opportunities, paid holidays, and paid time off.

Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. 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.

Accenture is committed to providing reasonable accommodation for individuals with disabilities or religious observances during the hiring process and for those who are hired.

Applicants for employment in the US must have work authorization that does not require sponsorship of a visa for employment. Candidates 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. The Company will not discriminate against employees or applicants for inquiries about pay or other compensation.