IT Service Desk Analyst: First-Line Support & Cloud Basics

Cognizant; Olympia (WA); On-site; USD 41,000 - 50,000; Full time

Benefits offered by this job

Medical / Dental / Vision / Life

Paid holidays

401(k) plan

Disability coverage

Paid parental leave

Employee stock purchase plan

Job summary

Cognizant is seeking an L1 Cloud, Infrastructure & Security support role to be the first point of contact for users. You will intake incidents, troubleshoot, document, and escalate as needed while building Infra skills across IT domains.

Responsibilities include multi-channel support via phone, email, chat, and traditional channels, with emphasis on knowledge sharing and service quality. Location involves Mesa, AZ and Des Moines, IA, with potential relocation.

Qualifications

• High school diploma or higher in IT/CS or related field.
• Strong interest in technology with eagerness to learn.
• Good problem-solving, communication, and customer-facing skills.
• Ability to follow documented processes for ticket logging and escalation.
• Willingness to work in a 24x7 support environment.

Responsibilities

• Serve as the single point of contact for IT issues via phone, email, chat.
• Provide technical assistance for computer systems, software, networks, and hardware.
• Log, classify, prioritize, and escalate incidents per procedure.
• Drive first contact resolution and document case notes thoroughly.
• Educate customers and share knowledge using internal resources.

Skills

Problem solving

Clear communication

Customer service mindset

Attention to detail

Team collaboration

Education

High School diploma or equivalent

Associates or Bachelor's degree in IT/CS or related field

Tools

ITSM tools

ServiceNow or Jira

Knowledge bases

Job description

Cognizant is seeking an L1 Cloud, Infrastructure & Security support role to be the first point of contact for users. You will intake incidents, troubleshoot, document, and escalate as needed while building Infra skills across IT domains.

Responsibilities include multi-channel support via phone, email, chat, and traditional channels, with emphasis on knowledge sharing and service quality. Location involves Mesa, AZ and Des Moines, IA, with potential relocation.