Technical Helpdesk Analyst I
Conduent
Job Overview
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Job Description
About The Role
Conduent is seeking a Technical Helpdesk Analyst I 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
The role requires working a 24x7 schedule, including day and night shifts. Key duties include:
- 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
- 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)
Flexible Working & Perks
Conduent offers remote work, allowing you to enjoy the convenience of working from home. You'll find career growth opportunities within a vast portfolio of businesses and a global footprint, alongside a great work environment recognized for its diversity efforts.
Key skills/competency
- Linux Command Line
- Network Troubleshooting
- Help Desk Support
- Customer Service
- Ticketing Systems
- Incident Management
- Problem Resolution
- Multi-platform Environments
- ITIL Service Management
- Communication Skills
How to Get Hired at Conduent
- Research Conduent's culture: Study their mission, values, recent news, and employee testimonials on LinkedIn and Glassdoor.
- Tailor your resume for IT support: Customize your resume to highlight 3+ years of technical helpdesk experience, Linux command-line skills, and network troubleshooting.
- Showcase problem-solving abilities: Prepare examples of how you've resolved complex technical issues and managed customer escalations effectively.
- Emphasize communication and ITIL: Demonstrate strong oral and written communication skills, customer interaction, and any ITIL knowledge for your application at Conduent.
- Prepare for a 24x7 work environment: Be ready to discuss your flexibility and ability to thrive in a round-the-clock support role during your Conduent interview.
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