Technical Support Analyst

IT Technical Support Analyst:

Even technology companies need tech support. You know, someone to keep things running smoothly - both behind-the-scenes and customer facing. This is where you come in. The backbone to our backbone. LTO is looking for a motivated Analyst to provide high value services to our customers adding value and efficiency in their use of technology.  We find the right solutions and enable high performance. 

At Accenture we’ve created amazing spaces called Solution Bars where customers can find a team of IT support advisors - a one stop shop to find the answers you are looking for.

We envision, advise, fix, train, create, innovate, and collaborate with hyper speed and scale. The driving force behind it all? Our people.

RESPONSIBILITIES AND ACCOUNTABILITIES:

Operations

• Influence the customer experience for technology interactions in the local office to ensure that 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 videoconference 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 (who should use the product and why).

• Proactively suggest ways to ensure services remain cost efficient.

• Gather feedback on products and services and escalate to leadership.

Asset Management

• 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 in accordance with asset management processes.

• Manage Accenture provisioned IT assets and equipment, working to agreed processes, polices and security standards using knowledge of internal service operations and business requirements.

Customer Service and Relationship Management

• Build effective trust-based relationships and act as the Technology Services customer champion in all respects to deliver customer excellence

• Build good trust-based relationships with key customers & customer groups.  Ensure that two-way feedback is maintained relating to our products, services, and current customer priorities.  Work with these contacts to identify opportunities for service improvements.

• Proactively seek opportunities to meet or exceed the quality and consistency of service delivery to meet the customer needs, escalating as necessary

• Ensure effective local team collaboration across Technology Services and Geographic Services

• Ensure adherence to Accenture performance management process.

This role is 100% onsite at our Chicago office

What You'll Need:

• Minimum 1 year experience with Customer Technical Support

• Minimum 1 year experience with Customer Experience Management.

• Minimum 1 year experience in Service Desk or Desktop Support

• Minimum 1 year experience working with ITIL software such as Service Now or Remedy

• Minimum 1 year experience hands on experience with Microsoft Windows 10, Windows 11, OSX and 0365 support

• Strong communication skills to interface with non-technical stakeholders, senior leadership and executives

• High School Diploma or GED

Bonus Points If:

• Comp TIAA Certifications

• ITIL Foundations Certification

• Customer Satisfaction experience

• Quality Assurance (QA) experience

• Technical degree or certifications

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 as set forth below. We anticipate this job posting will be posted until 11/03/2026. Accenture offers a market competitive suite of benefits including medical, dental, vision, life, and long-term disability coverage, a 401(k) plan, bonus opportunities, paid holidays, and paid time off. See more information on our benefits here:

U.S. Employee Benefits | Accenture

Role Location Hourly Salary Range California $23.13 to $49.57 Colorado $23.13 to $42.84 Connecticut $23.13 to $42.84 District of Columbia $24.62 to $45.63 Illinois $21.39 to $42.84 Maine $19.66 to $36.49 Maryland $23.13 to $42.84 Massachusetts $23.13 to $45.63 Minnesota $23.13 to $42.84 New York $21.39 to $49.57 New Jersey $24.62 to $49.57 Ohio $21.39 to $39.66 Virginia $21.39 to $45.63 Washington $24.62 to $45.63

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us atwww.accenture.com

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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.

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