In the Sr 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).
• Provide a single point of contact for internal employees 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, Reset account passwords, business applications support (email, ActiveSync, antivirus, encryption). Process incoming technical support incidents and requests through internal ServiceNow ticket queue while maintaining service level agreements. Must provide detailed comments/work notes and update all tickets regularly following incident management procedures and escalating to appropriate personnel when needed
•  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.

This job description is intended to desribe 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. 

• 3-5 years of technical support experience is preferred
• Excellent customer service skills with a focus on supporting users via phone, face-to-face, and remote
• Strong working knowledge of MS Office Suites, Windows OS (10/11), Mac OSX, Adobe Acrobat Products and other business software applications
• Ability to effectively troubleshoot software and hardware related issues
• Knowledge of computers and related peripherals, printers, fax machines and office equipment
• Familiarity with laptop setup, configuration, and troubleshooting
• Interest or exposure to MDM solutions (Intune, Workspace ONE)
• Familiarity with identity and access management (e.g. Okta, Azure AD, etc.)
• Working knowledge of networking fundamentals and how they apply to different operating systems
• Familiarity with ITIL practices and service management tools
• Familiarity with security controls

Mental Requirements

• Able to follow assigned tasks and complete work on time; meeting service level agreements
• Strong problem-solving and communication skills.
• Ability to follow detailed instructions and maintain accurate documentation.
• Customer-focused mindset with eagerness to learn.
• Problem-solving and troubleshooting skills
• Strong analytical skills with ability to resolve complex problems
• Excellent documentation skills

Physical Requirement and Working Conditions

• Must be able to provide high-speed internet access / connectivity and office setup and maintenance.
• Must be able to provide a dedicated, secure work area.

Base compensation ranges from $28.00 to $35.00 per hour. Specific offers are determined by various factors, such as experience, education, skills, certifications, and other business needs. 

Nonexempt employees are eligible to receive overtime pay for hours worked in excess of 40 hours in a given week, or as otherwise required by applicable state law.

Date of posting: xx/xx/2025 Applications are assessed on a rolling basis. We anticipate that the application window will close on xx/xx/2025, but the application window may change depending on the volume of applications received or close immediately if a qualified candidate is selected.

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