• Provide live and non-live support for a variety of digital solutions we offer • Use administrative tools to assist in the analysis of technical issues reported by customers • Troubleshoot and resolve customer-reported issues related to the system requirements of Cengage’s digital solutions, including but not limited to operating systems, browsers, plug-ins, internet connectivity, etc. • Identify issues with digital solutions that require further software development/intervention and forward to the appropriate group • Identify customer feature requests and communicate upwards appropriately • Fully and accurately detail customer interactions using a ticketing system • Provide clear and accurate written and verbal directions to customers and partners

At Accenture Federal Services, nothing matters more than helping the US federal government make the nation stronger and safer and life better for people. Our 13,000+ people are united in a shared purpose to pursue the limitless potential of technology and ingenuity for clients across defense, national security, public safety, civilian, and military health organizations. Join Accenture Federal Services, a technology company within global Accenture. Recognized as a Glassdoor Top 100 Best Place to Work, we offer a collaborative and caring community where you feel like you belong and are empowered to grow, learn and thrive through hands-on experience, certifications, industry training and more. Join us to drive positive, lasting change that moves missions and the government forward! The Work: Serve as a member of the Service Integration and Delivery (SID) Team. Provide operation and application support services for production and non-production maintenance including the implementation of software and functionality, coordinating with various teams to resolve break-fix issues and OS patching efforts, and scheduling change request tickets. Responsible for coordinating the monthly non-production maintenance activities across multiple technical and functional teams to verify the activities are scheduled and communicated to the various teams for impact awareness and appropriate testing efforts . Also responsible for providing after-hour and weekend War-captain support to enable all unscheduled and scheduled maintenance activities are completed/ resolved and proper coordination between the various technical and functional teams as well as providing communication to all departments of the maintenance Here’s What You Need: Experience with the SID team procedures and its primary responsibilities to enable seamless communication and coordination for maintenance schedules and leading as a War-captain for troubleshooting calls. Eligibility Requirements: US – Citizen 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, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Washington, Vermont, the District of Columbia, and the city of Cleveland. 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, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Washington, Vermont, the District of Columbia, and the city of Cleveland is: $53,900—$120,100 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. We have an unwavering commitment to creating a culture in which all our people are respected, feel a sense of belonging, and have equal opportunity. 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. Equal Employment Opportunity Statement We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. For details, view a copy of the Accenture Federal Services Equal Opportunity Policy Statement. Accenture Federal Services is an Equal Employment Opportunity employer. Additionally, as an Affirmative Action Employer for Veterans and Individuals with Disabilities, Accenture Federal Services is committed to providing veteran employment opportunities to our service men and women. Requesting An Accommodation Accenture Federal Services is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture Federal Services and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired. If you are being considered for employment opportunities with Accenture Federal Services and need an accommodation for a disability or religious observance during the interview process or for the job you are interviewing for, please speak with your recruiter. Other Employment Statements 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 Federal Services or an affiliated Accenture business may not be eligible for consideration. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information. California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, please click here for additional important information.

Tittle: IT Technician Location: Remote Interview Process: One Round of Interview, Virtual Duration: 12+ Months Employment Type: Contract (C2C / W2) Experience Required: 06+Years Work Location: No SC residency required. Candidate must reside in lower 48 states (Continental US) and comfortable working EST time zone hours. Project Scope: The IT Technician will support Clemson University Information Technology Center by managing and maintaining mission-critical systems software environments. This role involves system administration, performance tuning, automation, and collaboration across teams to ensure system stability, security, and efficiency in a highly regulated environment. · Support enterprise systems software and infrastructure operations · Maintain mission-critical Linux/UNIX environments · Ensure system performance, stability, and capacity planning · Collaborate with cross-functional teams and contribute to R&D efforts Key Responsibilities: System Administration & Support (40%) - Install, configure, and maintain system software and operating systems - Monitor system performance and perform tuning and optimization - Track system capacity and ensure high availability and stability Collaboration & Technical Support (35%) - Act as a Subject Matter Expert (SME) for system-related issues - Collaborate with internal teams and provide technical guidance - Support enterprise infrastructure across Linux and Windows environments Research & Development (15%) - Contribute to R&D initiatives and system improvements - Evaluate new tools and technologies for system optimization Training & Mentorship (10%) - Train and mentor junior staff and team members - Provide expert-level troubleshooting and support Required Skills & Experience: · 5+ years of experience with Linux/UNIX systems · 3+ years of experience in a regulated healthcare environment (HIPAA) · 3+ years of experience in scripting and automation · Experience working in mixed Linux & Windows environments · Experience with VMware or cloud-based enterprise environments Preferred Skills: · Experience with Red Hat Linux · Knowledge of configuration management tools (SaltStack, Ansible, Puppet) · Experience with Git (version control) · Familiarity with Splunk, Elasticsearch, or logging/monitoring tools · Understanding of Software-Defined Networking (SDN) Education & Certifications: High School Diploma with relevant enterprise experience (Required) RHCT, RHCE, or equivalent Linux certifications (Preferred)

We're looking for an IT Support Specialist to own the Android tablet environment used by clinical teams in the field. This role sits inside a fast-moving AI-native healthcare platform where nurses and therapists depend on properly configured, reliable devices to deliver care directly to patients. When a clinician's device goes down, this role is the first line of defense. Speed, accountability, and clear communication are not optional here. You will own device configuration, enrollment, provisioning, and Tier 2 support for the full tablet fleet while working cross-functionally with IT, engineering, and operations. This role requires someone with hands-on MDM experience, a strong Android background, and the ability to translate complex technical issues for non-technical clinical staff without losing precision. If you bring a no-task-too-small ownership mentality, respond fast when it matters, and take pride in keeping a device fleet running reliably at scale, this role is built for you. Why You'll Want to Join - You will be paid in USD (bi-monthly: every 15th and 30th) - Paid Time Off in accordance with company policy - Observance of Holidays per company guidelines - 100% remote setup so you can work wherever you're most productive - Direct ownership over a device platform that supports clinical care delivery at scale - Close collaboration with IT leadership, engineering, and operations from day one What You'll Work On General IT Support - Serve as the dedicated IT support resource for the HR team and broader internal staff - Handle help desk requests including account access, software troubleshooting, connectivity issues, and hardware support - Triage and resolve internal IT tickets promptly, escalating to engineering when issues require deeper technical investigation - Maintain clear documentation of recurring issues and resolutions to reduce repeat requests - Onboard new team members from an IT perspective including account setup, device provisioning, and access management Device Platform Management - Manage and maintain the Android tablet fleet and mobile device management platform including Samsung Knox or equivalent - Adjust device configurations as vendor platform capabilities evolve - Enable new functionality, security settings, and device policies across the full device fleet - Build and maintain device profiles that support clinical workflows in the field - Establish and manage an incremental release process for device configuration updates Device Provisioning and Enrollment - Manage device acquisition, onboarding, and deployment processes end to end - Configure and enroll new tablets into device management portals consistently before deployment - Ensure every device is properly configured before it reaches a clinician - Track device inventory and lifecycle status across the full fleet Device Support - Provide Tier 2 support for device-related issues including complex configuration and connectivity problems - Troubleshoot and resolve issues quickly with a target resolution time under 30 minutes for critical issues - Document device management processes and troubleshooting procedures clearly enough for others to follow - Support the transition of Tier 1 device support responsibilities to other team members as the function scales Platform Improvements - Identify opportunities to improve device reliability, performance, and usability across the fleet - Support rollout of new device capabilities and updates with minimal disruption to clinical teams - Work cross-functionally with IT, engineering, and operations to ensure the device environment keeps pace with operational and clinical needs Action Item and Documentation Management - Track all active tasks, user requests, and engineering dependencies to ensure nothing falls through the cracks - Maintain and improve runbooks for triaging and troubleshooting as the company grows - Configure and enforce device policies, profiles, and security settings across the fleet - Keep documentation current and organized so the support process scales without knowledge bottlenecks What You Bring - Hands-on experience managing Android devices in an enterprise or large-scale deployment environment - Solid general IT support background including help desk, troubleshooting, and user-facing support - Experience with mobile device management platforms, with Samsung Knox or equivalent strongly preferred - Strong troubleshooting skills across mobile device systems, configurations, and connectivity - Comfort navigating production databases using SQL and running scripts via CLI to investigate issues - Ability to translate complex technical issues clearly for non-technical clinical and operations audiences - Familiarity with modern support and productivity tooling such as Slack, Linear, HelpScout, or Notion - Strong written and verbal communication skills across both technical and non-technical audiences - No-task-too-small ownership mentality: issues resolved fast, loops closed without being asked, urgency is the default - Highly organized and responsive with the ability to manage multiple open tasks simultaneously Nice to Have - Experience supporting field teams or distributed workforces in operational environments - Background in healthcare, home health, or a regulated industry - Experience managing device provisioning and full lifecycle operations at scale - Familiarity with security frameworks or compliance requirements relevant to clinical device environments How to Apply Please include: - Your updated resume - A short Loom video (1 to 2 minutes) walking through a device management environment you have owned, what MDM platform you used, and how you handled a complex device issue or fleet-wide configuration change Only candidates who submit a Loom video will be moved to the next step of the hiring process. If you take ownership seriously, move fast when devices are down, and want to build a reliable device platform that directly supports clinical care in the field, this role gives you the scope and the trust to own it end to end. Application Process Overview Our comprehensive selection process ensures we find the right fit for both you and our clients: - Initial Application - Submit your application and complete our prequalifying questions - Video Introduction - Record an video introduction to showcase your communication skills and work experience - Role-Specific Assessment - Complete a homework assignment tailored to the position (if applicable) - Recruitment Interview - Initial screening with our talent team - Executive Interview - Meet with senior leadership to discuss role alignment - Client Interview - Final interview with the client team you'd be supporting - Background & Reference Check - Professional reference verification - Job Offer - Successful candidates receive a formal offer to join the team Each stage is designed to evaluate your fit for the role while giving you insights into our company culture and expectations. We'll keep you informed throughout the process and provide feedback at each step.