Technical Helpdesk Analyst

Remote work with the support of a global organization and a culture recognized for diversity. Conduent Bus Proc Optimization Srvs, Inc offers health and life coverage, retirement savings, paid holidays, and PTO/vacation and/or sick time, plus opportunities for career growth across a broad portfolio of businesses. Enjoy the convenience of working from home and maximize your time by unplugging at the end of your workday.

What You’ll Do

The Service Desk/Software Support Analyst provides technical help desk support for customer-escalated issues and bugs affecting medium to large transaction processing systems. You will investigate and resolve problems through ongoing research, while coordinating with Level 2 and Level 3 support as needed across a 24x7 environment.

• Provide technical help desk support for customer-escalated issues and bugs, including research and investigation
• Handle inbound phone, email, and systematic alerts and monitoring
• Create and manage tickets for service requests, alerts, issues, and incidents, following through until service is restored
• Research and resolve alerts, problems, and incidents as they occur
• Partner with Operations Management and Level 2 and 3 support teams to ensure proper resolution steps are taken
• Work effectively in a multi-system and multi-platform environment
• Coordinate with application support staff to ensure production systems are monitored
• Follow procedures for processing batch files, troubleshooting file movement, and reporting errors

Schedule

This role requires participation in a 24x7 schedule, including day and night shifts. The posted work schedule is:

• Sunday to Tuesday, and Thursday: 6:30am – 7:00am CST (1 hour lunch)
• Wednesday: 6:30am – 1:00pm CST or 12:30pm – 7:00pm CST

What You Bring

• 3+ years of prior experience in a technical helpdesk
• Solid working knowledge of Linux (command line)
• Intermediate knowledge of networking concepts and commands
• Understanding of connectivity, firewalls, and proxies is preferred
• Ability to use computer operating system utilities
• Strong communication, customer service, organizational, and troubleshooting skills
• Excellent oral and written communication skills; ability to work in a team environment
• ITIL Service Management knowledge is desirable
• Education: Associate’s or bachelor’s degree in computer science or a similar technical degree, or equivalent related work experience
• Related work experience may substitute for college, up to two years (one year work experience per one year college)

Technologies

• Linux (command line)

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

Working for You

• Career Growth Opportunities: opportunities to advance your career with a vast portfolio of businesses and a global footprint
• Great Work Environment: award-winning culture and recognition for diversity efforts

Bring your authentic self to work, grow and thrive both personally and professionally, and make a difference for clients, communities, and the millions of people supported.