Service Desk Support Specialist

Key Responsibilities

• Serve as the primary escalation point for complex Tier 2 technical and operational incidents, taking full ownership of resolution.
• Diagnose, troubleshoot, and resolve multi-layered platform, database, API, and system interface issues that extend beyond Tier 1 capabilities.
• Conduct advanced root-cause analysis for persistent or systemic issues, identifying underlying technical drivers and documenting permanent fixes or strategic workarounds.
• Utilize enterprise monitoring and analysis platforms-including SQL, Splunk, Dynatrace, and CloudWatch-to extract logs, query databases, and evaluate system performance during escalations.
• Act as a critical liaison between front-line support and Tier 3 engineering/development teams, converting complex findings into structured, actionable escalations.
• Manage the Tier 2 escalation pipeline, directing work assignments and ensuring timely, high-quality resolution of incidents.
• Translate complex technical solutions into clear knowledge articles and standard operating procedures (SOPs) for Tier 1 teams.
• Provide clear, real-time updates to client managers and stakeholders during high-priority incidents, explaining technical problems in accessible business terms.
• Coordinate high-pressure triage efforts, manage client expectations, and maintain control of incident communication flows.
• Document complex technical findings and resolutions for both technical and non-technical audiences.

Required Qualifications

• Must be a U.S. Citizen with ability to obtain a Public Trust clearance
• Demonstrated experience in Tier 2 or advanced service desk support roles within enterprise environments.
• Strong troubleshooting ability across platforms, databases, APIs, and system interface integrations.
• Proficiency with SQL, Splunk, Dynatrace, and CloudWatch for log analysis, querying, and performance monitoring.
• Proven experience performing root-cause analysis and documenting long-term resolutions or workarounds.
• Ability to manage escalations, coordinate triage, and interface effectively with Tier 3 engineering teams.
• Strong written and verbal communication skills, especially in translating technical issues into clear business-level explanations.
• Experience creating SOPs, knowledge articles, or other technical documentation for support teams.
• Ability to perform effectively under pressure during high-priority or time-sensitive incidents.

Preferred Experience

• Background supporting complex, multi-system enterprise platforms or high-reliability environments.
• Experience analyzing database mismatches, API failures, system latency, or network-related issues.
• Familiarity with ITIL service management practices or similar operational frameworks.
• Prior involvement in high-severity incident communications or escalation leadership.
• Experience bridging support and engineering teams, especially in environments with strict SLAs.
• Demonstrated ability to optimize escalation workflows or improve Tier 1/Tier 2 knowledge bases.

Pay and benefits

As required by local law, Accenture Federal Services provides reasonable ranges of compensation for hired roles based on labor costs in the states of California, Colorado, Connecticut, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Ohio, Vermont, Virginia, Washington, and the District of Columbia. The base pay range for this position in these locations is shown below.

Compensation for roles at Accenture Federal Services varies depending on a wide array of factors, including but not limited to office location, role, skill set, and level of experience. Accenture Federal Services offers a wide variety of benefits. You can find more information on benefits here. We accept applications on an on-going basis and there is no fixed deadline to apply.

The pay range for the states of California, Colorado, Connecticut, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Ohio, Vermont, Virginia, Washington, and the District of Columbia is:

$81,000—$154,700 USD

What We Believe

As a company wholly dedicated to serving the US federal government, we bring together the best talent to help reinvent how federal agencies operate and deliver greater value for their mission and the American people. As a business imperative, every person at Accenture Federal Services has the responsibility to create and sustain a culture where everyone feels welcomed and included.

This is grounded in our core values and our experience that hiring and developing great people who reflect different perspectives, experiences, and backgrounds is key to driving innovation and delivering the results that our clients and the country count on.