IT Help Desk & Cloud Support Analyst

Cognizant; Juneau (AK); On-site; USD 41,000 - 50,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays and PTO

401(k) plan

Job summary

Cognizant is seeking an IT Helpdesk - L1 role in the United States. You will be the first contact for IT issues via phone, email, chat, or other channels, troubleshoot, document, and escalate as needed while building foundational Infra skills across core IT domains.

Responsibilities include logging, prioritizing, and resolving incidents, promoting self-help options, and ensuring SLA targets are met. Eligibility for relocation and shift schedules is part of the offer.

Qualifications

• High School diploma and/or 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.

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 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 quickly.
• Use internal knowledge bases and customer-provided resources to deliver accurate technical solutions.
• Meet service level targets and performance goals (SLA targets).
• Promote self-help and available service options to reduce repeat contacts.
• 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

Tech eagerness

Problem solving

Clear communication

Customer service mindset

Process adherence

Willingness to work 24x7

Education

High School diploma or higher in CS/IT/Engineering or related field

Tools

ServiceNow

Jira

Genesys

Amazon Connect

Avaya

GenAI agent assist

Job description

Cognizant is seeking an IT Helpdesk - L1 role in the United States. You will be the first contact for IT issues via phone, email, chat, or other channels, troubleshoot, document, and escalate as needed while building foundational Infra skills across core IT domains.

Responsibilities include logging, prioritizing, and resolving incidents, promoting self-help options, and ensuring SLA targets are met. Eligibility for relocation and shift schedules is part of the offer.