Cloud & IT Help Desk Analyst (L1)

Cognizant Technology Solutions Corporation; Boston (MA); On-site; USD 41,000 - 50,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

401(k) plan and contributions

Paid holidays plus PTO

Disability insurance (Long/Short-term)

Paid Parental Leave

Employee Stock Purchase Plan

Job summary

Cognizant Technology Solutions Corporation is seeking a first-line IT support professional to handle incidents and requests across phone, email, and chat channels. You will log, classify, and prioritize issues, aim for first contact resolution, and escalate as needed while building foundational Infra skills.

Responsibilities include documenting case notes, using ITSM tools like ServiceNow/Jira, and contributing to knowledge bases.

Qualifications

• Minimum of High School diploma and/or an Associate or Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field.
• Strong interest in technology with an eagerness to learn.
• Good problem‑solving skills and attention to detail.
• Clear written and verbal communication skills; able to explain technical 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/work schedule, which may include nights, weekends, and holidays based on shift schedules.

Responsibilities

• Serve as the single point of contact for IT issues, queries, and service requests via phone, email, chat, or other channels.
• Provide technical assistance for issues related to computer systems, software, applications, networks, and hardware.
• Log all incidents and service requests; classify and prioritize; maintain and update records per process.
• Drive first contact resolution whenever possible.
• Escalate issues per procedure and follow up through closure.
• Document case notes thoroughly; share knowledge and educate customers.

Skills

Problem-solving

Clear communication

Customer service mindset

Attention to detail

Education

High School diploma or Associate/Bachelor in Computer Science/Information Technology/Engineering

Tools

ServiceNow

Jira

Azure/AWS basics

Job description

Cognizant Technology Solutions Corporation is seeking a first-line IT support professional to handle incidents and requests across phone, email, and chat channels. You will log, classify, and prioritize issues, aim for first contact resolution, and escalate as needed while building foundational Infra skills.

Responsibilities include documenting case notes, using ITSM tools like ServiceNow/Jira, and contributing to knowledge bases.