Technical Helpdesk Analyst

Conduent offers a robust benefits package including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off. This onsite role in Texas sits on a highly energetic and dynamic team that supports medium to large transaction processing systems for Conduent customers.

Benefits

• Health insurance coverage
• Voluntary dental and vision programs
• Life and disability insurance
• Retirement savings plan
• Paid holidays
• Paid time off (PTO) or vacation and/or sick time

Details

• Location: Texas (onsite)
• Salary: USD 47,740 - 62,000 per year
• Experience: 3+ years
• Education: Associate or bachelor’s degree in computer science or a related technical field, or equivalent related work experience

About the role

Conduent is seeking a Service Desk and Software Support Analyst to join a highly energetic and dynamic team that supports medium to large transaction processing systems for clients. The role requires a detail-oriented professional who will provide Technical Help Desk support for customer escalations and issues, with ongoing research and investigation.

Responsibilities

• Use the Linux command line to troubleshoot, manage processes, and move files with mid to advanced commands
• Apply basic to intermediate networking knowledge to diagnose connectivity using standard Linux tools
• Leverage prior help desk or service desk experience, taking ownership of requests and following established procedures
• Work on a 24x7 shift schedule, including day and night rotations
• Respond to phone, email, and system alerts and monitoring
• Create and manage tickets for service requests, alerts, issues, and incidents and follow through until resolution
• Research and resolve alerts, problems, and incidents as they arise
• Collaborate with Operations Management, Level 2 and Level 3 support to apply proper resolution steps
• Operate effectively in a multi-system and multi-platform environment
• Coordinate with application support staff to monitor production systems
• Follow procedures for batch file processing, troubleshoot file movement, and report errors

Requirements

• Technical helpdesk experience required (3+ years)
• Solid working knowledge of Linux (command line)
• Intermediate knowledge of networking concepts and commands
• Understanding of connectivity, firewalls and proxies preferred
• Ability to utilize computer operating systems utilities
• Strong communication, customer service, organizational and troubleshooting skills are essential
• 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

Technologies

• Linux
• ITIL