Technical Helpdesk Analyst I

Conduent

1d • Remote

About The Position

Conduent is seeking a Service Desk/Software Support Analyst who desires to work
with a highly energetic and dynamic team supporting medium to large transaction
processing systems for Conduent customers. This position requires a
detail-oriented individual who will be responsible for providing Technical Help
Desk support for all customer-escalated issues and bugs, with ongoing research
and investigation.

Requirements

• Prior experience in a technical helpdesk required (3+ years)
• Solid working knowledge of Linux (command line)
• Intermediate knowledge of networking concepts and commands
• Understanding connectivity, firewalls and proxies preferred
• Ability to utilize computer operating systems utilities
• Strong communication, customer service, organizational and troubleshooting skills are must
• Excellent oral and written communication skills, ability to work in a team environment, and good customer interaction skills are desired
• ITIL Service Management knowledge desirable
• Education: Associate’s or bachelor’s degree in computer science or similar technical degree or equivalent related work experience
• Each year of related work experience may be substituted for a year of college education, up to two years

Nice To Haves

• ITIL Service Management knowledge desirable

Responsibilities

• Linux (command line) – able to use moderate-to-advanced Linux commands for troubleshooting, running processes and file movement
• Network Troubleshooting – Basic knowledge of networking concepts. Ability to investigate and research network connectivity issues using standard Linux networking tools
• Help Desk / Customer Support – previous help desk or service desk experience or customer support experience. Willingness to take ownership for a request or issue reported and follow through with the procedures required
• Must work in a 24x7 schedule. Day and night shifts are part of the job scope
• Respond to phone, email and systematic alerts and monitoring
• Create and manage tickets for service requests, alerts, issues and incidents and follow through until service is restored
• Responsible for researching and resolving alerts, problems and incidents as they occur
• Work with Operations Management, Level 2 and 3 support personnel to ensure proper steps are taken to resolve those problems and incidents
• Must have the ability to work in a multi-system and multi-platform environment
• Coordinate with application support staff to ensure monitoring of production systems
• Responsible for following procedures for processing batch files, troubleshooting file movement and reporting errors

Benefits

• Career Growth Opportunities: We help you thrive, so together, we can grow. We provide opportunities to advance your career with a vast portfolio of businesses and a global footprint.
• Great Work Environment: We are proud of our award-winning culture and the recognition we’ve received for our diversity efforts.
• health insurance coverage
• voluntary dental and vision programs
• life and disability insurance
• a retirement savings plan
• paid holidays
• paid time off (PTO) or vacation and/or sick time

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree