IT Technical Support Professional
hace 1 mes
Conduent Business Services Overview
We are a leading business process services company delivering exceptional outcomes for Fortune 100 companies and over 500 governments.
About the Role
As an IT Technical Support Professional, you will play a critical role in providing high-quality technical assistance to end-users. You will be responsible for receiving and logging tickets, troubleshooting and resolving technical issues, documenting solutions, and collaborating with other teams as needed.
Key Responsibilities:
- Receive and log incoming calls, emails, or other forms of communication from end-users seeking technical assistance.
- Identify, diagnose, and resolve basic technical issues reported by end-users, following standard operating procedures and known solutions.
- 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.
- Collaborate with Tier 2 support team when issues require advanced technical expertise or further investigation.
- Provide courteous, professional, and timely communication to end-users, ensuring a positive customer experience.
- Assist 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.
Estimated Salary: $60,000 - $80,000 per year
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