First-Line IT Support Specialist - Multi-Channel

Cognizant; Carson City (NV); On-site; USD 41,000 - 50,000; Full time

Benefits offered by this job

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

Job summary

Cognizant is seeking an L1 IT support specialist to be the first contact for users, handling intake, troubleshooting, and escalation while building foundational Infra skills across IT domains. The role covers incident logging, multi-channel support, and knowledge sharing in a fast-paced environment.

New hires will work from Mesa, AZ or Des Moines, IA, with December 2026 start and relocation as needed. Salary is $45,000 annually, plus eligibility for Cognizant incentive programs.

Qualifications

• Minimum of High School diploma and/or an Associates or Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field.
• Strong interest in technology with an eagerness to learn.
• 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 customer-provided channels; switch channels as required.
• 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 to the appropriate group/team per procedure and follow up through closure.
• Document case notes thoroughly; share knowledge; educate customers; resolve incidents and fulfill requests as quickly as possible.
• Use internal knowledge bases and customer-provided resources to deliver accurate technical solutions.
• Meet service level targets and performance goals (e.g., balanced scorecard / SLA targets).
• Promote self-help and available service options to reduce repeat contacts.
• Perform other assigned duties as needed.
• 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.

Skills

Problem solving

Communication

Customer service

Willingness to learn

Education

High School diploma or equivalent

Associates or Bachelor’s degree in CS/IT/Engineering

Tools

ServiceNow

Jira

Genesys

Amazon Connect

Avaya

Job description

Cognizant is seeking an L1 IT support specialist to be the first contact for users, handling intake, troubleshooting, and escalation while building foundational Infra skills across IT domains. The role covers incident logging, multi-channel support, and knowledge sharing in a fast-paced environment.

New hires will work from Mesa, AZ or Des Moines, IA, with December 2026 start and relocation as needed. Salary is $45,000 annually, plus eligibility for Cognizant incentive programs.