Technical Helpdesk Analyst

Technical Helpdesk Analyst

About the Role:

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 

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 

• Education: Associate 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 

Pay Transparency Laws in some locations require disclosure of compensation and/or benefits-related information.  For this position, 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. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In addition, Conduent provides a variety of benefits to employees including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation and/or sick time. The estimated salary range for this role is $47,740 - $62,000.

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

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.

For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded:  click here to access or download the form.  Complete the form and then email it as an attachment to [email protected]. You may also click here to access Conduent's ADAAA Accommodation Policy.