End User Computing Analyst

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.

• →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.
• →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.
• →Complete all responsibilities as outlined in the annual performance review and/or goal setting.
• →Complete all special projects and other duties as assigned.
• →Must be able to perform duties with or without reasonable accommodation.

This job description is intended to describe the general nature and level of work being performed and is not to be construed as an exhaustive list of responsibilities, duties and skills required. This job description does not constitute an employment agreement and is subject to change as the needs of Cotiviti and requirements of the job change.

• 4+ years of end-user technical support experience.
• 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.
• Experience with Workspace One and Modern Management of Windows 10 strongly preferred.
• 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.

• Critical Thinking: Analyze problems objectively and make sound, data-driven decisions.
• Attention to Detail: Maintain accuracy across code, data, and deliverables.
• Quantitative Skills: Apply strong analytical and statistical methods to solve problems.
• Data Interpretation: Extract actionable insights from data, metrics, and visualizations.
• Communication: Clearly explain technical concepts to both technical and non-technical audiences.
• Learning Agility: Quickly adopt new tools, technologies, and best practices.
• Resilience: Adapt to shifting priorities and deliver under pressure.
• Integrity: Handle data responsibly and uphold engineering and ethical standards.

• 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.
• Repeating motions that may include the wrists, hands, and/or fingers.
• Must be able to provide a dedicated, secure work area. 
• Must be able to provide high-speed internet access/connectivity and office setup and maintenance. 
• No adverse environmental conditions are expected.