End User Computing Analyst

Cotiviti • Whitpain Township, PA

2d • $23 - $30 • Onsite

About The Position

This is an onsite position at our Blue Bell, PA office. In the End User Computing Analyst role, you will provide support for internal employees for all IT services. You will also process incoming technical support incidents and requests through the ServiceNow & JIRA ticket queue while maintaining service level agreements.

Requirements

• Bachelor's degree in relevant field or equivalent experience.
• 2+ years of technical support experience including relevant customer service experience. Professional and non-professional technical experience may be considered.
• Advanced working knowledge of MS Products (Office 365, Windows 10), Adobe products, and other business-related software applications.
• Strong skills in physical hardware repair of laptops and desktops (LCD replacement, RAM upgrades, etc.)
• Working knowledge in Microsoft SCCM or equivalent desktop imaging tools, Basic Active Directory administration, group policy objects.
• Required knowledge of ITIL processes and procedures related to Incident, Problem, and Request.
• Basic understanding of IP networking and tools such as Ping, Traceroute, TCP/IP, DNS, DHCP
• Ability to work independently and complete assigned projects with superb written, verbal and customer service skills supporting users via email, phone, or face-to-face. Must be able to resolve escalated issues independently or with the assistance of a Senior Technician.
• Able to effectively troubleshoot desktop software and hardware related issues with minimal supervision with advanced knowledge of computers and related peripherals, printers, fax machines and office equipment.
• Excellent oral and written skills.
• Must be able to perform daily functions with little or no direct supervision.
• Ability to lift and move items weighing up to 65lbs.
• Ability to manipulate cables in tight spaces.
• Ability to occasionally crawl under desks or other tight spaces to install or connect devices.
• Remaining in a stationary position, often standing or sitting for prolonged periods.
• Communicating with others to exchange information.
• Repeating motions that may include the wrists, hands and/or fingers.
• Assessing the accuracy, neatness and thoroughness of the work assigned.
• No adverse environmental conditions expected.

Nice To Haves

• Experience with Workspace One and Modern Management of Windows 10 strongly preferred.

Responsibilities

• Provide support for all IT support services. Including but not limited to desktop/laptop hardware, software and peripherals, printers, voice over IP phones, internal application support, audio/visual technologies, basic LAN troubleshooting, VPN/RSA administration, business applications support (email, antivirus, encryption).
• Process incoming technical support incidents and requests through the ServiceNow & JIRA ticket queue while maintaining service level agreements.
• Provide detailed comments/work notes and update all tickets regularly following incident management procedures and escalating to appropriate personnel when needed.
• Complete well-defined procedures to assist with maintenance and configuration of end user business applications.
• Perform root cause analysis for recurring issues and collaborate with engineering teams to implement fixes.
• Deliver exceptional customer service with clear communication while ensuring resolution of reported issue
• Participates in and handles project work with well-defined tasks. Required to complete project work and report updates to management.
• Handles sending and receiving of equipment for remote colleagues.
• Setup/Support/Maintenance of all Computers and Phone including Hardware/Software/Applications. Utilizing software deployment tools and OS imaging tools such as SCCM and Workspace One
• Responsible for training Users on processes and procedures such as Mobile Scanning, Remote User Connectivity and Applications.
• Completes all responsibilities as outlined on annual Performance Plan.
• Completes all special projects and other duties as assigned.
• Must be able to perform duties with or without reasonable accommodation.

Benefits

• Cotiviti offers team members a competitive benefits package to address a wide range of personal and family needs, including medical, dental, vision, disability, and life insurance coverage, 401(k) savings plans, paid family leave, 9 paid holidays per year, and 17-27 days of Paid Time Off (PTO) per year, depending on specific level and length of service with Cotiviti. For information about our benefits package, please refer to our Careers page.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees