Chat Support Jobs in Reston, VA (NOW HIRING)

Job Summary:
Accenture Federal Services is dedicated to enhancing the capabilities of the US federal government, striving to improve national security and public safety through technology and innovation. The User Support Specialist Senior Manager will lead a team to ensure high-quality user support, overseeing operations such as request intake, ticket management, and user training initiatives.
Responsibilities:
• Establish and enforce support standards, SLAs, and operational processes aligned with organizational requirements.
• Ensure team members deliver effective troubleshooting for hardware, software, network, and access‑related issues, escalating complex incidents to the appropriate technical teams.
• Drive quality and consistency in user interactions across phone, email, chat, and in‑person support
• Own the development, maintenance, and governance of the support knowledge base, ensuring accurate, current, and user‑friendly documentation.
• Coordinate and support user training initiatives to enhance user proficiency with common systems, tools, and best practices
• Collect, analyze, and report on operational metrics, user feedback, and recurring issues to identify trends and drive continuous service improvement
• Stay current with supported technologies, organizational standards, and industry best practices, ensuring the support team remains aligned with evolving needs.
• Partner with cross‑functional teams to refine support workflows, improve system usability, and enhance overall service delivery.
Qualifications:
Required:
• Bachelor’s degree in IT, Cybersecurity, Computer Science, Information Systems, Business Administration, or related field, or equivalent experience.
• 10+ years of IT experience, with significant experience providing end-user support in enterprise or mission-critical technical environments
• Expert knowledge of end-user support, service desk operations, incident management, request fulfillment, and customer service best practices.
• Experience with one or more of the following: Resolving user requests and troubleshooting hardware, software, network, access, endpoint, and collaboration tool issues
• Supporting multi-channel user communications, including phone, email, chat, walk-up, remote support, and ticketing queues
• Documenting user interactions, troubleshooting steps, resolution actions, and escalation details in ticketing systems such as ServiceNow, Jira, Remedy, or similar platforms
• Supporting user account management, password resets, access requests, group memberships, onboarding, offboarding, and permission troubleshooting
• Creating, updating, and using knowledge base articles, SOPs, job aids, and user-facing support documentation
• Coordinating with system administration, network, cybersecurity, application, endpoint, asset management, and operations teams
• Supporting federal, regulated, or security-sensitive environments is required.
• Ability to serve as the senior user support lead and escalation point for complex user support issues.
• Must hold an active Secret clearance.
Preferred:
• Must meet applicable DoD requirements.
• Experience supporting Windows, macOS, mobile devices, virtual desktops, collaboration tools, VPN, MFA, printers, and standard enterprise applications.
• Experience with ITSM/ticketing tools such as ServiceNow, Jira Service Management, BMC Remedy, or similar platforms.
• Experience supporting identity and access management tools such as Active Directory, Azure AD/Entra ID, Okta, or similar platforms.
• Experience troubleshooting Microsoft 365, Teams, Outlook, SharePoint, OneDrive, browsers, endpoint software, and common productivity tools.
• Experience supporting endpoint management and remote support tools such as Intune, SCCM/MECM, JAMF, Tanium, BeyondTrust, Bomgar, or similar tools.
• Experience supporting incident, request, problem, change, escalation, and knowledge manual
Company:
Accenture Federal Services is a leading US federal services company and subsidiary of Accenture. Founded in 1989, the company is headquartered in Arlington, USA, with a team of 10001+ employees. The company is currently Late Stage.