Desktop Support Analyst

About the role

The Deskside Support Analyst provides onsite and remote support to end users, ensuring timely resolution of hardware, software, and infrastructure-related issues. This role contributes to maintaining operational efficiency, user productivity, and service excellence by diagnosing technical problems, performing repairs, and supporting IT infrastructure.

Responsibilities

• Provide Level 2 deskside support for complex hardware, software, and infrastructure issues affecting desktops, laptops, mobile, and virtual environments.
• Diagnose, troubleshoot, and resolve technical issues by analyzing symptoms, identifying root causes, and implementing effective solutions, including physical layer, login, and application-related problems.
• Install, configure, and repair hardware and software, including component replacements, software reinstalls, and system setup validation.
• Utilize remote access tools and diagnostic utilities to investigate and resolve user issues efficiently while minimizing downtime.
• Lead and execute deployment activities, including software releases, system upgrades, patches, and enterprise-wide rollouts on end-user devices.
• Manage Active Directory and access-related tasks, including user account provisioning, permissions, and identity troubleshooting.
• Support infrastructure and workplace initiatives such as customer relocations, departmental IT setup, and environment build-outs.
• Deliver exceptional customer service, including support for Tier 1 VIP users, maintaining professional client interactions, meeting SLAs, and adhering to business professional standards while contributing to continuous improvement and ITIL-aligned practices.

Requirements

• 3-5 years of experience providing deskside/end-user support in a corporate environment.
• Strong technical knowledge of: Desktop operating systems (Windows 7, Windows 10+), hardware troubleshooting and repair, software installation and configuration, and troubleshooting: Hardware and software issues, Network and connectivity problems.
• Familiarity with: Remote support tools, Active Directory and directory services, Server, storage, backup systems, Network devices and IPT endpoints, and Virtual desktop environments (VDI).
• Experience supporting: Server, storage, backup systems, Network devices and IPT endpoints.
• Knowledge of ITIL processes and service management frameworks.
• Experience with asset management and device lifecycle processes.
• Ability to manage multiple priorities and meet SLAs in a high-pressure environment.
• Willingness to work flexible hours, including evenings and weekends.

Preferred Skills

• Excellent communication skills (verbal, written, and face-to-face).
• Strong customer service orientation and problem-solving mindset.
• Ability to work collaboratively in onsite–offshore and client-vendor environments.
• Self-driven with the ability to work independently with minimal supervision.
• Strong prioritization, coordination, and time-management skills.
• Ability to thrive in a fast-paced and rapidly changing environment.
• High level of professionalism, including adherence to business professional dress standards.

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