IT END USER SUPPORT ANALYST II

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.
\n Requirements  \n \n Demonstrate English proficiency, both verbally and written.
\n Possess customer service experience.
\n 2+ years of IT experience providing End User support.
\n Demonstrate basic Active Directory knowledge.
\n Able to multitask and troubleshoot technical issues over the phone.
\n Possess knowledge of MacOS  \n Possess Knowledge of JAMF  \n \n Responsibilities \n   \n             1.
Receiving and Logging Tickets.
Receive incoming calls, emails, or other forms of communication from end-users seeking technical assistance and log all relevant information in a ticketing system.
\n             2.
Troubleshooting and Issue Resolution.
Identify, diagnose, and resolve basic technical issues reported by end-users, following standard operating procedures, and known solutions.
This may include problems related to hardware, software, network connectivity, or system configurations.
\n             3.
Documentation and Knowledge Base.
Maintain accurate records of each reported issue and its resolution in the ticketing system.
Update the knowledge base with new solutions, troubleshooting steps, and frequently asked questions to facilitate self-service options for end-users.
\n             4.
Escalation and Collaboration.
Collaborate with Tier 2 support team when issues require advanced technical expertise or further investigation.
\n             5.
Customer Service and Communication.
Provide courteous, professional, and timely communication to end-users, ensuring a positive customer experience.
Clearly explain technical concepts and steps in non-technical terms, offering guidance and reassurance.
\n             6.
Account and Access Management.
Assist end-users with basic account-related tasks such as password resets, account creations, access provisioning, and permissions management, following established security protocols.
\n   \n Note this candidate will be working a 5 day week however on a rotating schedule\u(Monday-Friday, Tuesday-Saturday, Sunday-Thursday)   \n   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.
\n 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  .
You may also  click here to access Conduent's ADAAA Accommodation Policy.
\n 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.
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