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. **Job Track Description:** **Duties and Responsibilities:** + Provides complex technical support, planning, and coordination for End User touch points of the distributed computing environment, including desktop, software and hardware installation, support and distribution, and remote access technologies. + Performs analyzing, diagnosing, installing, and resolution of complex desktop computers, operating systems, application software, and hardware technologies and associated problems. + Performs analyzing, diagnosing, installation, and resolution of remote access technologies and associated problems. + Performs analyzing, diagnosing, coordination, and planning of horizontal network cable management processes including installation, moves, adds, changes, and repairs. + Provides complex technical input to the Desktop Services team and assume a supporting role in selecting and utilizing appropriate tools and techniques for timely service delivery. + Works independently with little to no direct supervision in the analysis, design, and implementation of desktop solutions to fulfilled business unit requirements. + Acts as a technical liaison with user groups and other IT partners for systems support and implementation. Provides an effective interface among users, vendors, IT partners, and consultants in evaluating technical issues and products. + Responsible for partnering with the business units they support to understand the business impact of support issues. + Responsible for the analysis, design, and implementation of desktop solutions to fulfilled business unit requirements. + Responsible for the analysis, design, and implementation of desktop technology life cycle management processes including technology procurement, refresh, and disposition. + Responsible for project analysis, design, coordination, and planning for all technical components of desktop-related projects. + Coordinates schedules and technical work order instructions to contracted labor for installations, moves, adds, and changes within the desktop computing environment. + Demonstrates creativity and initiative in problem-solving. **Management Roles:** + Manage and provide leadership to a team of desktop support specialists. + Deliver and review service and submit reports. + Oversees and leads a team of desktop support engineers for strong delivery of day-to-day operations + Navigate direction and be accountable for operation. + Process driven for escalations relating to the operation. + Financial and Resource Management. + Manage the capacity and performance of a team of desktop support specialists. + Continuous program improvement. + Presentation of credible/competent knowledge of technologies that support the customer’s business. + Keep up-to-date advanced technical skills and knowledge of vendor offerings. + All other duties as assigned **Qualifications:** + Hardware & Software Certifications in current technologies desirable - Microsoft, Lenovo, HP + Strong skills in the installation and configuration of a wide range of current industry operating systems, software & utilities including Windows and Office in a corporate environment + Solid PC Hardware skills - competent in all aspects of PC / laptop / peripheral installation, repair, parts replacement and configuration + Demonstrated experience effectively collaborating with other functions + College diploma or University degree in the field of computer science, information technology, engineering or equivalent relevant work experience / certifications + Requires 5+ years of experience in desktop support supervisor and must have 2-year experience supporting international and or global organizations + Must have experience working with ticket-based systems (Service Now) for registering incidents and requests + Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus + ITIL Foundation Certification + Proven supervisory skills **Requirements and Skills:** **Communications** + Frequency, timeliness, and clarity – responsive, thorough, and appropriate in number and duration given the assignment, project, or client’s needs. Direct and to the point, avoiding “wordiness”. + Scope – contains all relevant information and viewpoints, well thought-out and presented in a format that is easy to understand. + Judgement – willingness to do “what’s right” even in the face of aversion, question, or differing opinions. Know when to keep comments to yourself. **Relationships** + Attitude – confident, friendly, helpful, sincere, and positive. + Professionalism – courteous and tactful in all interactions, utilizing common sense, integrity, and good judgment. + Respect – listening skills are appropriately used. Praise and reward others’ successes and accomplishments. + Courage – confront difficult situations promptly that affect our cast, leadership, or customers, and do so in a positive, non-threatening way. **Risk Taking and Decision Making** + Responsibility – appropriately research issues and make timely decisions. Take ownership even if a wrong decision is made. Thrive on risk but minimize it to an adequate level. Don’t become paralyzed by analysis. Be fiscally responsible. + Innovation – think strategically and beyond the bounds of what is already being done. **Productivity** + Time Management – manage time appropriately to meet deadlines and commitments. + Organization – keep the work area neat and free from clutter. Be efficient in your work files and organize so you, and others, can easily locate items. + Output – produce work assignments safely, quickly and efficiently, and with a high degree of accuracy; all requiring limited supervision. + Flexibility – anticipate changes in work assignments, allowing for unknown factors or influences. Manage stress appropriately. Initiative – seek out learning opportunities; continuously increasing technical and professional skills. 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 submitting their request through this form that must be downloaded: click here to access or download the form (https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf) . Complete the form and then email it as an attachment to FTADAAA@conduent.com . You may also click here to access Conduent's ADAAA Accommodation Policy (http://downloads.conduent.com/content/usa/en/document/cdt\_adaaa\_accommodation\_pol.pdf) . _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._