Technical Support Specialist

2 days ago

Blue Bell Pennsylvania, United States Cotiviti Full time
About the Role

Cotiviti is seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will provide technical support and assistance to internal employees for all IT services, including 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).

Key Responsibilities
  • Provide technical support and assistance to internal employees for all IT services.
  • 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.
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.
  • 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.
Working Conditions
  • 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.

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