24/7 Service Desk Pro: IT Support

Cognizant; Lansing (MI); On-site; USD 41,000 - 50,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays + Paid Time Off

401(k) plan and contributions

Long-term/Short-term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Job summary

Cognizant in Mesa, AZ and Des Moines, IA seeks an L1 IT Support specialist within Cloud, Infrastructure & Security. You will be the first point of contact for incidents and service requests, troubleshoot, document, and escalate where needed while building foundational infrastructure skills across core IT domains.

You’ll work in a 24x7 environment, use ITSM tools like ServiceNow and Jira, and promote self-help.

Qualifications

• High school diploma or associates/bachelor in CS/IT/Engineering or related field.
• Eager to learn and tech-minded.
• Strong problem-solving and attention to detail.
• Clear written and verbal communication; explain tech concepts to non-technical users.
• Customer service mindset with professionalism and empathy.
• Ability to follow documented processes for ticket logging, prioritization, and escalation.
• Willingness to work in a 24x7 support environment, including nights/weekends/holidays.

Responsibilities

• Serve as the single point of contact for IT issues via phone, email, chat, or other channels.
• Provide technical assistance for systems, software, networks, and hardware.
• Log, classify, prioritize, and update incidents and requests.
• Drive first contact resolution whenever possible.
• Escalate to appropriate teams and follow through to closure.
• Document case notes, share knowledge, and educate customers.
• Use knowledge bases to deliver accurate technical solutions.
• Meet SLA targets and service performance goals.
• Promote self-help options to reduce repeat contacts.
• Collaborate with cross-functional teams for professional multi-channel support.
• Engage in continuous learning in service desk, cloud, and remote support.

Skills

Problem solving

Communication

Customer service

Attention to detail

Empathy

Process adherence

24x7 support

Education

High School diploma, Associate's or Bachelor's in CS/IT/Engineering or related field

Eagerness to learn about technology

Tools

ServiceNow

Jira

Azure

AWS

Job description

Cognizant in Mesa, AZ and Des Moines, IA seeks an L1 IT Support specialist within Cloud, Infrastructure & Security. You will be the first point of contact for incidents and service requests, troubleshoot, document, and escalate where needed while building foundational infrastructure skills across core IT domains.

You’ll work in a 24x7 environment, use ITSM tools like ServiceNow and Jira, and promote self-help.