IT Help Desk Analyst — 24x7 Support & Cloud Basics

Cognizant; Augusta (ME); On-site; USD 41,000 - 50,000; Full time

Benefits offered by this job

Medical Insurance

Paid time off

401(k) plan

Disability insurance

Parental leave

Employee Stock Purchase Plan

Job summary

Cognizant is seeking an L1 IT Support professional to be the first contact for users, handling incidents and requests across phone, email, and chat. You will troubleshoot, document, and escalate as needed while building foundational Infra skills in cloud, networks, and devices.

The role focuses on incident intake, knowledge sharing, and adhering to SLAs, with opportunities to grow in a dynamic, multi-channel support environment that leverages tools like ServiceNow and Jira.

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.
• 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; 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.

Skills

Customer service

Communication

Troubleshooting

Problem solving

Teamwork

Education

High School diploma

Associate's or Bachelor's degree in CS/IT/Engineering

Tools

ServiceNow

Jira

Azure/AWS basics

Job description

Cognizant is seeking an L1 IT Support professional to be the first contact for users, handling incidents and requests across phone, email, and chat. You will troubleshoot, document, and escalate as needed while building foundational Infra skills in cloud, networks, and devices.

The role focuses on incident intake, knowledge sharing, and adhering to SLAs, with opportunities to grow in a dynamic, multi-channel support environment that leverages tools like ServiceNow and Jira.