Cognizant · 11 hours ago
Service Desk Support Analyst (CIS)
Mesa, AZ
Full-time
Onsite
New Grad, Entry Level
$45K/yr - $45K/yrCognizant is a leading provider of technology solutions, and they are seeking a Service Desk Support Analyst to provide first-level technical support and customer service for enterprise IT environments. This role involves handling incidents, requests, and changes using ITIL best practices and troubleshooting various IT-related issues.
ConsultingIndustrial AutomationInformation TechnologySoftwareSoftware Engineering
No H1B
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
Qualification
Required
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+, Relevant certifications in cloud, remote support, or service desk operations
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
Company
Cognizant
Cognizant is a professional services company that helps clients alter their business, operating, and technology models for the digital era.
Founded in 1994
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$0.24MKey Investors
Summit Financial Wealth Advisors
2025-03-08Post Ipo Equity
2016-11-18Post Ipo Equity· $0.24M
1998-06-19IPO
Leadership Team
Ravi Kumar S
Chief Executive Officer
Anil Cheriyan
CTO / EVP Strategy & Technology
Recent News
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