End User Support Specialist
hace 1 semana
About Conduent
We are a leading provider of mission-critical services and solutions to Fortune 100 companies and over 500 governments. Our dedicated associates deliver exceptional outcomes for our clients and the millions of people who count on them.
Our Culture
We value individuality and notice and appreciate the unique contributions of each associate. Our culture is built on a foundation of respect, inclusivity, and a commitment to excellence.
Job Summary
We are seeking a skilled End User Support Specialist to join our team. As a key member of our support team, you will be responsible for providing technical assistance to end-users, troubleshooting and resolving technical issues, and maintaining accurate records of each reported issue and its resolution.
Key Responsibilities
- 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.
Documentation and Knowledge BaseMaintain 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.
Escalation and CollaborationCollaborate with Tier 2 support team when issues require advanced technical expertise or further investigation.
Customer Service and CommunicationProvide 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.
Account and Access ManagementAssist end-users with basic account-related tasks such as password resets, account creations, access provisioning, and permissions management, following established security protocols.
Requirements
- Demonstrate English proficiency, both verbally and written.
- Possess customer service experience.
- 2+ years of IT experience providing End User support.
- Demonstrate basic Active Directory knowledge.
- Able to multitask and troubleshoot technical issues over the phone.
- Possess knowledge of MacOS.
- Possess knowledge of JAMF.
Equal Opportunity Employer
We are an Equal Opportunity Employer and consider 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.
Health and Safety
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.
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