Service Desk Support Analyst

Position:
Service Desk Support Analyst

Company:
Cognizant

Compensation:
$45,000/yr

Location:
United States

Employment type:
Full Time

Work Arrangement:
Onsite

Short Summary:
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.

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.
- 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.
- 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.

Requirement:
- 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: ITIL Foundation Certification, Microsoft Certified: Modern Desktop Administrator Associate, CompTIA A+, Network+, or Security+.

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
- Employee Stock Purchase Plan