Technical Helpdesk Analyst I
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. Responsibilities While moderate knowledge of each is required, we are also looking for individuals who excel in two or more of the following categories 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
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
- 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
Responsibilities
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
