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IT Support Analyst

00069683811


Job Summary

Infra Technology Specialist role supporting hybrid workplace environments with focus on Macintosh OS X laptops Windows endpoints and remote desktop support while using enterprise service management tools. The role requires ten to twelve years of experience in complex infrastructure support for large organizations driving reliable device operations for business users across global locations.


Responsibilities

  • Provide advanced technical support for Macintosh OS X laptops by diagnosing complex issues performing root cause analysis and restoring device functionality to minimize user downtime
  • Deliver expert Windows desktop and laptop support by resolving operating system application and hardware incidents with a strong focus on stability and user productivity
  • Manage remote desktop support operations for distributed teams by using secure tools to troubleshoot devices without physical access and ensuring timely resolution of requests
  • Handle end to end incident request and problem workflows in Service Now by logging categorizing prioritizing and updating tickets with clear and accurate technical details
  • Monitor daily service queues in Service Now by tracking service levels escalating critical issues when needed and ensuring adherence to agreed response and resolution timelines
  • Implement standardized configurations and best practices for Macintosh OS X and Windows devices by following enterprise policies and improving consistency across the endpoint estate
  • Collaborate with cross functional infrastructure teams by sharing findings from incidents contributing to knowledge articles and aligning on improvement actions that enhance service reliability
  • Create and maintain detailed technical documentation for operating procedures standard troubleshooting steps and configuration baselines to support knowledge reuse across the support team
  • Drive continual service improvement initiatives by analyzing incident trends identifying recurring issues and proposing configuration or process enhancements that reduce future disruptions
  • Coordinate hybrid work model support activities by planning onsite and remote assistance schedules ensuring appropriate coverage and adapting support approaches to user location needs
  • Support analytics related use cases by enabling reliable device performance for data tools addressing connectivity and security requirements and working with analytics teams on specialized setups
  • Ensure compliance with security and governance requirements by applying patches enforcing endpoint protection configurations and following approval processes for changes on user devices
  • Communicate clearly with business stakeholders by explaining technical issues in simple terms setting realistic expectations and providing regular updates until resolution


Qualifications

  • Exhibit strong hands on expertise in Macintosh OS X laptop support by managing imaging enrollment updates and advanced troubleshooting across varied hardware models
  • Demonstrate deep proficiency in Windows desktop support by handling complex operating system issues driver conflicts application failures and user profile challenges in enterprise settings
  • Apply extensive experience in remote desktop support by using secure remote tools supporting users in multiple time zones and resolving issues without onsite intervention
  • Utilize solid working knowledge of Service Now by managing incidents requests problems and change tasks while maintaining accurate and auditable records for every interaction
  • Bring ten to twelve years of infrastructure support experience by working in large scale environments with standardized processes global stakeholders and strict service expectations
  • Adapt effectively to hybrid work models by balancing remote collaboration onsite engagements and virtual troubleshooting practices that maintain high service quality
  • Leverage any exposure to analytics domains by understanding the device and performance needs of analytics professionals and supporting their specialized tools and workflows
  • Demonstrate strong communication and customer service capabilities by engaging respectfully with users managing difficult situations calmly and focusing on practical outcomes
  • Apply structured problem solving and analytical thinking by using data from monitoring tools ticket trends and user feedback to design sustainable technical solutions
  • Maintain continuous learning habits by staying current with emerging Macintosh OS X and Windows features remote support techniques and enterprise service management practices
  • Exhibit strong collaboration skills by working closely with peer teams such as network security and application support to ensure coherent end to end incident resolution

About Cognizant: 
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.

Additional employment information
Compensation 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.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.

 

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Step 4: Decision time

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