Service Desk Support Analyst
This position provides hosting operations support for all system/application-related up/down enterprise management activities and network-related tasks within the Data Center and remote customer locations. Strong technical infrastructure skills and customer interaction are required to coordinate operations and configuration activities.
Responsibilities
- Apply ITIL-based incident, request, change, and escalation management processes.
- Create, manage, and resolve tickets in ServiceNow ITSM with professional communication and ticket ownership.
- Troubleshoot Windows OS, Microsoft 365, printers, drivers, and device issues.
- Manage users, passwords, and network connectivity using Active Directory, DNS, DHCP, and profile resets.
- Resolve VPN, MFA, and network access issues, including WiFi/LAN troubleshooting and password management workflows.
- Master troubleshooting across Windows, M365, Outlook, OneDrive, printers, and access failures.
- Support mobile devices, MDM enrollment, Citrix/Horizon VDI, and remote session troubleshooting.
- Work with collaboration tools (SharePoint, Teams, Confluence), endpoint security, and remote support tools (RDP, Dameware, AnyDesk).
- Provide basic support for AWS and Azure cloud access, including EC2, S3, Azure AD/Entra ID, and MFA architecture.
- Deliver customer service excellence in unified contact center environments using Genesys, Amazon Connect, Avaya, and GenAI agent assist.
- Demonstrate clear communication, empathy, call/chat etiquette, and de-escalation techniques in multi-channel support scenarios.
- Collaborate with cross-functional teams to deliver professional, multi-channel customer support and production readiness.
- Engage in continuous learning and apply best practices in service desk, cloud, and remote support operations.
Requirements
- Minimum of High School diploma and/or an Associate’s or Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field.
- Understanding of ITIL, incident management, and ticketing systems (ServiceNow).
- Familiarity with Windows OS, Microsoft 365, Active Directory, DNS, DHCP, and network troubleshooting.
- Exposure to cloud platforms (AWS, Azure), endpoint security, and remote support tools.
- Strong analytical, troubleshooting, and communication skills.
- Eagerness to learn new technologies and contribute to team success.
- Experience with ServiceNow ITSM, ticket lifecycle management, and escalation workflows.
- Hands-on experience with MDM, VDI, collaboration tools, and endpoint security.
- Familiarity with cloud access troubleshooting, call center software, and GenAI agent assist.
- Understanding of hardware fundamentals, remote support, and compliance monitoring.
- Interest in AI/ML, automation, and cloud operations for enterprise environments.
Qualifications
- ITIL Foundation Certification
- Microsoft Certified: Modern Desktop Administrator Associate
- CompTIA A+, Network+, or Security+
- Relevant certifications in cloud, remote support, or service desk operations
Location
New hires will be based at a Cognizant office nationwide, working alongside experienced associates to deliver technology solutions. Applicants must be willing to relocate to a major geographic area, though business needs and position availability will determine the final location assignment.
Start Date
New hires will start in August 2026. Business needs and position availability will determine the final start date, which will be communicated with sufficient notice for planning.
Pay
The annual salary for this position is $45,000, depending on experience and qualifications. This role is also eligible for Cognizant’s discretionary annual incentive program, based on performance.
Benefits
- Medical, Dental, Vision, and Life Insurance
- Paid holidays plus Paid Time Off
- 401(k) plan and contributions
- Long-term and Short-term Disability
- Paid Parental Leave
- Employee Stock Purchase Plan
Cognizant cannot provide sponsorship for U.S. work authorization (including participation in a CPT/OPT program) for this role.