Conduent Service Desk Support Technician in Lexington, Kentucky

Service Desk Support Technician

Description

Conduent is the world's largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.

We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world.

Whether it's digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning Conduent manages and modernizes these interactions to create value for both our clients and their constituents. Learn more at www.conduent.com at https://conduent.taleo.net/enterprise/enterprise/www.conduent.com .

If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.

Position: Service Desk Support Technician

Location: Lexington, KY

Position Overview:

  • These are experienced level positions that have acquired sufficient training and skills to serve end users independently, as well as assist with more complex problems and projects, and help capture knowledge for others to use.

  • The role will provide a quality end user experience while assisting users with moderately difficult network problems, as well as assisting them in more efficiently and effectively utilizing IT (information technology) resources.

  • Have some business area application knowledge and assist in creating Knowledge Base articles, Checklists, Work Instructions, FAQ’s.

  • Provides tier one technical support by directly responding to customer concerns, requests and inquiries (via email, telephone, or support ticketing system) regarding data and computing services.

  • Receive end user problem reports and resolve moderately difficult problems immediately or within the scope of the documented Service Level Agreement when possible.

  • Record every request in the ServiceNow ticketing application in accordance with departmental procedures and work instructions.

  • Proactively assist users in preventing future problems by looking for root causes, correcting and documenting procedures, and providing training when appropriate.

  • Communicate to other staff members of potential problems and or patterns of errors.

  • Document all communication to and from end users, including resolution and follow-up notes.

  • Follow established procedures and protocols for analyzing, responding to, documenting, and resolving customer issues in a timely manner.

  • Provides front-line Service Desk support to network related issues.

  • Supports third-party software applications such as Excel, Word, Outlook, Acrobat, WinZip, etc.

  • Assists in training new employees.

  • Manages confidential client, financial and employee information with discretion and good judgment in accordance with company guidelines.

  • Other duties as assigned.

Basic Qualifications: REQUIREMENTS

  • High school diploma or equivalent

  • Basic understanding of networking concepts and LAN/WAN technology

  • Proven experience as a help desk technician or other customer support role

Preferred Qualifications:

  • Bachelor’s Degree in Information Systems, Business, Communications or related field

  • 2 years of relevant technical experience

  • Network certifications (or equivalent)

  • Be available for 24x7 rotating support

  • Ability to work overtime as needed

  • Experience with network monitoring tools

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. at https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf

Job Technical Helpdesk

Primary Location United States-Kentucky-Lexington

Organization Conduent Corporate

Unposting Date Ongoing

Req ID: 18003214