Conduent Technical Support/Information Management Specialist in Lexington, Kentucky
Technical Support/Information Management Specialist
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 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. After applying, please check your email (including spam folder) for updates on this position.
Technical Support/Information Management Specialist
In this role you will be responsible for a wide array of support services encompassing basic computer hardware refreshes of desktop and laptop computers, software deployments, end user training, system troubleshooting, telephony and in some rare cases server administration.
Monitor, update and maintain tickets in defined ticketing system
Respond to tickets, contact users and plan workload
Take ownership of the issue from end to end from creation through the whole process and then through the resolution to ensure that issue has necessary follow through with end user
Update tickets with the latest status
Escalate the ticket to the correct group if the incident cannot be resolved
Sign-off closed tickets with the user to include follow up specifically to the end user
Close tickets that have been resolved
Identify Interrupts and escalate as needed, monitor where possible and resolve issues during emergency outages
Imaging and Deployment support of PC and mobile device hardware
Setting up the computer(s), monitor(s), mobile device(s)
Maintain physical presence at designated service locations to support end users
Software installation (based on standard software image and guidelines)
Set-up in accordance with documentation.
Troubleshoot software in the Standard Software image and 3rd party applications
Routine or as requested health check of IT systems for printers, copiers, fax machines, scanners, and video conference equipment and providing reports as needed.
Training end users on how to operate the equipment as requested
Check and troubleshooting simple issues and escalation of complex issues to appropriate employees
Data Center sweeps to verify equipment settings as per defined checklist
Hardware management to include, but not limited to –
Change out hardware components as requested and perform basic data transfers from old hard drive to new hard drive as needed
Ability to identify whether a failure exists and adequately describe the failure to the repair center or manufacturer.
Receive and asset tag equipment based on the process to include, but not limited to: Laptops, Desktops, Printers and Misc. Equipment as required
Software Management to include, but not limited to: Virus, spyware and adware check and cleanup as needed
In depth troubleshooting of software and hardware issues
Secure password management for any and all provided passwords
Support access to corporate network/wireless and applications both on network as well as over VPN.
Coordinate execution of tasks with guidance from Service Desk representatives
Manage IT inventory of stock in house, such as moving, sorting, cleaning, stocking etc.
All other duties as assigned
Provide white glove support for senior executives
Must have the ability to resolve complicated technical issues under pressure
Must have the ability to explain complicated technical problems in terms non-technical people can understand
Must be confident and assuring
Must be forward thinking and address issues before they become a problem
Must be currently eligible to work in the US for any employer without sponsorship
Must consent to and successfully clear all required pre-employment screenings
Candidate will need 5 years of technical support experience and have had previous desk side technician support experience
Proactive attitude and ability to interact with executive level as needed
Office 365 experience preferred
5 years of experience in implementing, troubleshooting and supporting end user technologies & services in large enterprise environments
5 years of Windows OS administration, configuration and troubleshooting experience
5 years of Active Directory Administration, Configuration, deployment, troubleshooting experience
In depth knowledge of key technologies including Enterprise Mobility, Office 365, Collaboration, Messaging, Video Conference equipment and Unified communication
Willingness and able to help support the 24x7 on-call rotation schedule
Bachelor’s degree in Information Technology or 5 years equivalent experience required
Network Plus preferred
Security Plus preferred
Location: This position is located onsite in Lexington, KY at our New Circle Road location. No relocation assistance is provided.
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 Service Delivery Client Network Services
Primary Location United States-Kentucky-Lexington
Unposting Date Ongoing
Req ID: 18032069