Senior Service Desk Analyst 6598979

Job description

Accenture Flex offers you the flexibility of local fixed-duration project-based work powered by Accenture, a leading global professional services company. Accenture is consistently recognized on FORTUNE's 100 Best Companies to Work For and Diversity Inc's Top 50 Companies For Diversity lists. As an Accenture Flex employee, you will apply your skills and experience to help drive business transformation for leading organizations and communities. In addition to delivering innovative solutions for Accenture's clients, you will work with a highly skilled, diverse network of people across Accenture businesses who are using the latest emerging technologies to address today's biggest business challenges. You will receive competitive rewards and access to benefits programs and world-class learning resources. Accenture Flex employees work in their local metro area onsite at the project, significantly reducing and/or eliminating the demands to travel. Key Responsibilities: The Level 2 Service Desk Engineer provides advanced technical support for incidents and service requests that cannot be resolved at Level 1. The role performs deeper diagnosis, executes approved administrative and endpoint actions, supports escalations and Major Incidents, develops technical knowledge, and helps improve service quality, security, automation, and operational performance. Investigate and resolve escalated incidents and service requests requiring advanced technical analysis across endpoints, Microsoft 365, identity, access, networking, remote access, and business applications. Perform advanced Microsoft 365 administration for Exchange Online, shared mailboxes, delegation, distribution lists, Teams, SharePoint permissions, OneDrive, licenses, and related services. Administer and troubleshoot Microsoft Intune, Windows Autopilot, JAMF, device enrollment, application deployment, endpoint configurations, compliance, remote lock or wipe, and approved endpoint actions. Support Microsoft Entra ID, Active Directory, role-based access, joiner–mover–leaver activities, security groups, conditional access, multifactor authentication, privileged identity management activation, and least-privilege controls. Diagnose complex Windows, mobile device, printer, peripheral, VPN, remote access, application, and network connectivity issues using logs, diagnostic tools, and documented technical methods. Manage BitLocker recovery, endpoint security, device compliance, encryption, and security-related service requests within approved policies and assigned permissions. Own complex tickets through resolution, coordinate with engineering teams, application owners, client contacts, third-party vendors, and other resolver groups, and maintain clear technical documentation. Support Priority 1 and Priority 2 incidents, Major Incident communications, technical triage, recovery coordination, and post-incident follow-up as assigned. Review escalations from Level 1, provide coaching, validate troubleshooting quality, and improve shift-left opportunities. Create, maintain, test, and approve knowledge articles, runbooks, standard operating procedures, diagnostic guides, and self-service content. Analyze recurring incidents, backlog, reopens, service-level misses, first-contact resolution, customer satisfaction, abandonment, and average speed of answer to identify corrective actions. Identify and implement approved automation, process improvements, monitoring integrations, and ticket-routing enhancements. Support operational dashboards, monthly service reporting, governance reviews, audit evidence, and technical service-performance discussions. Participate in change planning, service readiness, knowledge transfer, independent-operation validation, and continuous improvement activities. Provide 24x7x365 shift, after-hours, escalation, and on-call coverage as assigned. This role requires 1-2 days a week on-site in Evanston, IL and shift work as assigned between the hour of 7 am - 7 pm CST. Basic Qualifications: Associate's Degree A minimum of 3 years of experience with Service Desk, desktop support, endpoint engineering, Microsoft 365 administration, or managed services. A minimum of 3 years of experience providing Level 2 support and resolving complex incidents across Microsoft 365, Windows endpoints, identity, access, endpoint management, VPN, remote access, and enterprise applications. A minimum of 2 years of experience with ServiceNow or a comparable ITSM platform, Microsoft Entra ID, Microsoft Intune, Windows Autopilot, Active Directory, Exchange Online, Teams, SharePoint Online, OneDrive, and endpoint security controls. Preferred Qualifications: Experience with device compliance, multifactor authentication, conditional access, encryption, role-based access, and least-privilege practices. Strong diagnostic, analytical, documentation, customer communication, incident ownership, and stakeholder coordination skills. Ability to prioritize escalations, work independently, mentor Level 1 engineers, follow change controls, and operate effectively in a 24x7 support environment. ITIL Foundation certification and Microsoft credentials such as Endpoint Administrator Associate, Teams Administrator Associate, or comparable certifications. Experience with JAMF, remote-support tooling, monitoring integrations, reporting dashboards, scripting, workflow automation, and managed service provider operations. Experience supporting Major Incidents and globally distributed users in a 24x7 enterprise environment. 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 12/30/2026. Accenture Flex offers a market competitive suite of benefits including medical, dental, vision, and long-term disability coverage, a 401(k) plan, and paid time off. See more information on our benefits here: Accenture Flex Jobs Role Location Hourly Salary Range California $45 to $50 Colorado $45 to $50 Connecticut $45 to $50 District of Columbia $45 to $50 Illinois $45 to $50 Maine $45 to $50 Maryland $45 to $50 Massachusetts $45 to $50 Minnesota $45 to $50 New York $45 to $50 New Jersey $45 to $50 Ohio $45 to $50 Virginia $45 to $50 Washington $45 to $50 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 at www.accenture.com 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