Technical Helpdesk Analyst

About the role

Conduent is seeking a Service Desk/Software Support Analyst 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

• 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
• Research and resolve 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
• Cook with application support staff to ensure monitoring of production systems
• Follow procedures for processing batch files, troubleshooting file movement and reporting errors
• Coordinate with application support staff to ensure monitoring of production systems

Required Skills

• 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

Qualifications

• 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

Skills

• Linux (command line)
• Network Troubleshooting
• Help Desk / Customer Support

Benefits

• 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

Pay

The estimated salary range for this role is $47,740 - $62,000. Actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance.

Conduent is an Equal Opportunity Employer

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.