IT End User Support Analyst I

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.

Job Track Description:

Duties and Responsibilities:

• Installation, configuration and on-going usability of desktop computers, peripheral equipment and software
• Troubleshoot and resolve technical issues related to hardware, software, telecom and network - Windows OS, Desktop, Email (Exchange), Active Directory, Microsoft Intune
• Participating in the development and maintenance of Active Directory group membership, computer hardware standards, and peripheral standards
• Configuration and support of printers in a Windows network environment
• Create, test and develop current Workstation images
• Support for all Windows services and desktop applications
• End user support on all corporate platforms including mobile devices
• Regular maintenance and updates to all applications and desktop hardware
• Handling the inventory and preparation of new and/or old equipment
• Creating Technical documentation for staff
• Ensuring all Service Desk tickets are dealt with effectively and efficiently, providing solutions to technical IT problems or escalating the issue for an expedient resolve
• Providing high quality first/second line technical support to all internal users in local office and remote locations
• Working with the management to improve systems and user relations
• Following up issues with users to ensure that problems are resolved and customer service is improved
• Conduct remote and onsite troubleshooting
• Direct unresolved issues to the next level of support personnel
• Help create technical documentation and manuals
  
  

Qualifications:

• Hardware & Software Certifications in current technologies desirable - Microsoft, Lenovo, HP
• Strong skills in the installation and configuration of a wide range of current industry operating systems, software & utilities including Windows and Office in a corporate environment
• Solid PC Hardware skills - competent in all aspects of PC / laptop / peripheral installation, repair, parts replacement and configuration
• Demonstrated experience effectively collaborating with other functions
• College diploma or University degree in the field of computer science, information technology, engineering or equivalent relevant work experience / certifications
• Requires 2+ years of experience in desktop support and must have 1 year experience supporting international and or global organizations
• Must have experience working with ticket-based systems (Service Now) for registering incidents and requests
• Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
• ITIL Foundation Certification
  
  

Requirements and Skills:

• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
• Hands-on experience with Windows/Linux/Mac OS environments
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Familiarity with remote desktop applications and help desk software (eg. Service Now)
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• Must be a self-starter that requires only limited supervision/guidance, able to work independently and autonomously
• Strong Learning capability and commit to self-development
• Core competency & Associated behaviors for the job
• Always think and act with the customer in mind - Understand customer
  
  

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.

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.

At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent.