IT Service Desk Associate

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.

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. We are a business process and service company.

Why Conduent:

You’ll have an opportunity to work on innovative technology while being surrounded by a culture that recognizes each person’s contributions. Each day you’ll feel challenged and know you are making a difference. At Conduent, we believe everything touches everything -and to that end we value our work and each other in the process, making it an award-winning place to work. In 2021, we won Best Places to Work, Best Global Culture and Best HR Team.

We are looking to hire an experienced Desktop Support Engineer to assist our clients with computer hardware and software issues. You will be required to work on-site and assist with hardware installations, software upgrades, systems integrations, and basic IT-related issues.

We need someone who can:

• Produces daily reports on team performance.
• Responding to client support request.
• Analyzes and produces weekly performance reports.
• Oversees all shifts and their schedules, so that no team is left under-compensated.
• Reports back any shortcomings each team may have, so they can be addressed.
• Advises Supervisors/Managers on operational issues.
• Supports supervisors/Managers with any special performance report requested.
• Serves as Supervisors backup in case it’s needed.
• Logs all relevant incident/service request details, allocating categorization and prioritization codes (Priority).
• Provides customer service and first level technical resolution for operational and service-related incidents.
• Routes incidents/service requests that cannot be resolved during first-call.
• Brings in appropriate team of analysts/specialists as needed.
• Determines which CIs are involved in the incident.
• Maintains end-to-end responsibility for customer and end-user. Calls/emails providing timely, reliable and courteous service.
• Resolve or escalate incidents and requests in line with established service level targets.
• Provide feedback on intelligence gained through customer interactions via shared communication with the team through email.
• Develops appropriate on the acquired knowledge, can become a document for the rest of the team to follow.
• Updates and validates all incident information.
• Collects and disseminates information from the requester and end-users to resolve issues.
• Ensures that incidents are resolved and closed.

Basic Qualifications for Consideration:

• Bachelor’s degree in computer science or relevant field.
• Hands-on experience with Windows/Linux OS environments
• 2+ years of Proven work experience as a desktop support engineer, support technician or similar role.
• Knowledge of network security practices and anti-virus programs
• Knowledge of popular operating systems, software applications, and remote connection systems.
• Ability to perform remote troubleshooting and provide clear instructions.
• Ability to travel and work after hours when necessary.
• Excellent interpersonal skills.
• Good written and verbal communication skills.

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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 clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form. 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. Under our current protocols, we do not require vaccination against COVID for most of our US jobs, but may require you to provide your COVID vaccination status, where legally permissible.