Infra Managed Service Analyst 6457532

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:

Client Support

• Provide onsite technical support for Windows, macOS, and mobile devices, using structured troubleshooting to resolve issues related to hardware, software, printing, connectivity, and authentication.
• Resolve incidents and ServiceNow requests with strong SLA discipline, ensuring clear communication, accurate documentation, and appropriate prioritization.
• Manage multiple resolver groups (Client Support, Warehouse Support, etc.), ensuring proper ticket routing, escalation, and collaboration across support teams.
• Execute Major Incident escalation procedures by identifying high‑impact events, notifying stakeholders, and coordinating with engineering teams to restore service.
• Support new‑hire onboarding through device preparation, account setup, and Day One readiness to ensure a smooth and positive user experience.
• Provide professional walk‑up support for employees and guests, maintaining a customer‑focused approach to quickly address immediate needs.
• Create and update knowledgebase articles, troubleshooting guides, and process documentation to support user self‑service and internal team continuity.
• Assist with office and workstation transitions by reconnecting equipment and ensuring technical readiness following moves or space changes.
• Communicate clearly with users of all technical backgrounds to set expectations and ensure they understand resolutions and next steps.

Hardware & Asset Management

• Install, configure, repair, and maintain end‑user hardware including laptops, desktops, monitors, and peripherals to ensure reliable daily operation.
• Support hardware deployment initiatives, refresh cycles, and rollout projects by coordinating imaging, distribution, and post‑deployment validation.
• Perform device lifecycle tasks such as wiping, re‑imaging, pre‑provisioning, and redeployment while adhering to security and compliance requirements.
• Fulfill ServiceNow catalog requests for approved hardware and peripherals, and provide setup assistance when users receive new equipment.
• Conduct ongoing inventory audits to reconcile stock, maintain accurate asset records, and support compliance and forecasting requirements.
• Manage asset reclamation, hardware returns, and device shipping/receiving using strict chain‑of‑custody procedures for tracking and accountability.
• Maintain up‑to‑date asset information in ServiceNow, ensuring accurate tracking of device status, location, and ownership throughout the lifecycle.
• Support legal hold procedures through careful device handling, data preservation steps, and preparing systems for forensic review.
• Identify recurring hardware issues and escalate patterns to support improvements in device reliability and lifecycle planning.

Site Responsibilities

• Serve as an onsite technology steward by identifying risks, partnering with remote support teams, and ensuring the overall stability and continuity of technical operations.
• Maintain a strong customer‑focused presence and act as a trusted onsite resource for leadership and employees.

This is an on-site role in Hershey, PA. Expected hours are Mon-Fri 8-5 PM with occasional on-call work (< 10 days annually).

Basic Qualifications:

• A minimum of 3 years of hands-on desktop support, field services, or help desk experience in a corporate environment.
• A minimum of 3 years of experience supporting Windows 11, Microsoft 365, Microsoft Teams, and common enterprise applications.
• A minimum of 3 years of experience with ITSM platforms such as ServiceNow, including incident, request, and asset management.
• A minimum of 3 years of experience hardware troubleshooting for laptops, desktops, monitors, docks, printers, and peripherals.
• A minimum of 3 years of experience providing executive/VIP support and working directly with business leaders.
• High School Diploma or GED

Preferred Qualifications:

• ITIL Foundation
• Working knowledge of macOS, iOS, and Android device support.
• Familiarity with PC imaging, deployment, hardware refreshes, and device lifecycle management.

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 10/03/2026.

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 $33 to $35
Cleveland $33 to $35
Colorado $33 to $35
District of Columbia $33 to $35
Illinois $33 to $35
Maine $33 to $35
Maryland $33 to $35
Massachusetts $33 to $35
Minnesota $33 to $35
New York $33 to $35
New Jersey $33 to $35
Virginia $33 to $35
Washington $33 to $35

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.

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