Desktop Support Analyst

Location: Costa Mesa, CA. Applicants must be authorized to work in the US without sponsorship; this role is not able to offer visa transfer or sponsorship now or in the future.

About the Practice

Cognizant’s CIS (Cognizant Infrastructure Services) Practice is a global leader in providing IT infrastructure services. We deliver innovative solutions to optimize and transform IT infrastructure, ensuring business agility and operational efficiency. Our services include cloud computing, data center management, network services, and cybersecurity. We focus on understanding client needs and delivering customized solutions to drive business success.

Responsibilities

• Provide direct assistance to end users in troubleshooting and resolving hardware and software issues.
• Assess faults, conduct repairs, streamline processes, and ensure optimal customer service, contributing to efficient IT operations.
• Level 2 onsite support for complex customer issues and ability to support Tier 1 VIPs.
• Lead deployment of software releases, system upgrades, and patches on end user devices.
• Accountable for procurement and asset management of end user devices.
• Lead customer relocations and departmental infrastructure build out.
• Analyze the symptoms of the problem to properly identify the cause of the issue in order to determine a solution.
• Triage issues such as physical layers, usernames, and passwords.
• Uninstall/reinstall basic software applications, verify proper hardware and software set-up, and assist with navigation of application menus.
• Perform onsite installations or replacements of various hardware components and software repair.
• Perform diagnostic testing and utilization of remote control tools to assist users when troubleshooting to determine a solution.
• Provide hands and feet support for Server, Storage, Backup, and Network equipment, IPT endpoints, and virtual endpoints.

Requirements

• 3 to 5 years of experience as a Desktop Support Analyst.
• Strong technical knowledge of desktop operating systems (Win 7, Win 10, HSD) and software applications.
• Experience providing deskside support to end-users in a corporate environment with familiarity with remote access tools and techniques.
• Ability to troubleshoot hardware and software issues on desktops, laptops, and mobile devices.
• Experience working with Active Directory and other directory services.
• Ability to manage multiple priorities and work effectively under pressure.
• Willingness to work flexible hours, including evenings and weekends, as required.
• Adherence to a business professional dress code; maintaining a professional appearance is crucial.

Benefits

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave

Pay

Compensation range: $55,000 – $70,000. 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.