Job Title: Service Desk Support Analyst
Team: Cloud, Infrastructure & Security (CIS)
Position Overview
This position will provide hosting operations support for all System/Application related up/down enterprise management activities & network-related within the Data Center and remote customer locations. This position will require strong technical skills infrastructure along with customer interaction to coordinate operations & configuration activities.
Key Responsibilities
· Apply ITIL-based incident, request, change, and escalation management processes.
· Create, manage, and resolve tickets in ServiceNow ITSM, demonstrating 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.
Required Skills & Qualifications
· Minimum of High School diploma and/or an Associates 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 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.
· Certifications:
o ITIL Foundation Certification
o Microsoft Certified: Modern Desktop Administrator Associate
o CompTIA A+, Network+, or Security+
o Relevant certifications in cloud, remote support, or service desk operations
Location
New hires will be hired at the Cognizant office, nationwide where you will work alongside other experienced Cognizant associates delivering technology solutions. Applicants must be willing to relocate to this major geographic area. While we attempt to honor candidate location preferences, business needs and position availability will determine final location assignment.
Start Date
New hires will start in August 2026. While we will attempt to honor candidate start date preferences, business need and position availability will determine final start date assignment. Exact start date will be communicated with enough time for you to plan effectively.
Salary and Other Compensation:
The annual salary for this position is $45,000 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.
Why Choose Us?
Cognizant delivers solutions that draw upon the full power and scale of our associates. You will be supported by high-caliber experts and employ some of the most advanced and patented capabilities. Our associate’s diverse backgrounds offer multifaceted perspectives and fuel new ways of thinking. We encourage lively discussions which inspire better results for our clients.
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 hourly rate, 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.
Work Authorization
Due to the nature of this position, Cognizant cannot provide sponsorship for U.S. work authorization (including participation in a CPT/OPT program) for this role.
关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
补充雇佣信息
薪酬信息截至本职位发布之日为准。Cognizant 保留在适用法律允许的范围内随时修改该信息的权利。
申请人可能需要通过现场面试或视频会议的方式参加面试。此外，候选人在每次面试时可能需要出示其当前所在州或政府签发的有效身份证件。
Cognizant 是一家提供平等就业机会的雇主。在招聘过程中，您的申请和候选资格不会因种族、肤色、性别、宗教、信仰、性取向、性别认同、国籍、残疾、遗传信息、怀孕、退伍军人身份或任何其他受联邦、州或地方法律保护的特征而受到影响。