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Desktop Support Engineer

Experience 2-6 years

The ideal candidate will have expertise in Service Desk, Service Now and Desktop Support along with domain experience in Medicare & Medicaid Claims. This role involves focusing on enhancing our service delivery and support systems.

Responsibilities

• Provide comprehensive support for Service Desk operations ensuring efficient resolution of technical issues and inquiries.

• Utilize Service Now to manage and track incidents requests and changes maintaining accurate records and documentation.

• Deliver remote desktop support troubleshooting hardware and software issues to ensure seamless user experiences.

• Collaborate with cross-functional teams to improve service delivery processes and implement best practices.

• Analyze Medicare & Medicaid Claims to identify trends and areas for process improvement contributing to enhanced service quality.

• Develop and maintain knowledge base articles and user guides to facilitate self-service and reduce support requests.

• Monitor system performance and proactively address potential issues to minimize downtime and disruptions.

• Participate in regular team meetings to discuss progress challenges and opportunities for improvement.

• Ensure compliance with organizational policies and industry regulations in all support activities.

• Assist in the implementation of new technologies and tools to enhance support capabilities and efficiency.

• Provide training and guidance to end-users on system functionalities and best practices.

• Contribute to the development of service level agreements and key performance indicators to measure support effectiveness.

• Support the continuous improvement of support processes through feedback and innovation.

Qualifications

• Possess strong technical skills in Service Desk operations and Service Now platform.

• Demonstrate proficiency in remote desktop support and troubleshooting techniques.

• Have a solid understanding of Medicare & Medicaid Claims processes and regulations.

• Exhibit excellent communication and interpersonal skills for effective collaboration.

• Show ability to work independently and as part of a team in a hybrid work environment.

• Display strong problem-solving skills and attention to detail.

• Hold a relevant certification such as ITIL Foundation or Service Now Certified System Administrator.

Salary and Other Compensation:

Applications will be accepted until 10/10 /25.

The annual salary for this position is between $37,800- $59,500 depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

**Benefits:** Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical/Dental/Vision/Life Insurance

• Paid holidays plus Paid Time Off

• 401(k) plan and contributions

• Long-term/Short-term Disability

• Paid Parental Leave

• Employee Stock Purchase Plan

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

LA County (only): Qualified applicants with arrest and/or conviction records will be considered for employment.

Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.