IT Support Associate

Cognizant; Memphis (TN); On-site; USD 52,000 - 78,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays plus Paid Time Off

401(k) plan and contributions

Disability benefits

Paid Parental Leave

Job summary

Cognizant in Memphis is seeking an IT Support Analyst to ensure smooth operation of IT services across the client environment. You will troubleshoot hardware, software, network, and OS issues, provide Level 1–2 support for desktops, printers, and mobile devices, and help with Microsoft 365 apps and collaboration tools.

The role serves as a primary contact for IT incidents, with emphasis on customer service, ticketing, and adherence to ITIL processes.

Qualifications

• Bachelor's degree in Information Technology or Computer Science preferred.
• 3–7 years IT Support/Service Desk/Desktop Support experience.
• Strong customer service orientation and communication skills.
• Familiarity with ITIL processes and incident management.

Responsibilities

• Provide Level 1 and 2 support for desktops, laptops, printers, scanners, and mobile devices.
• Diagnose and resolve hardware, software, OS, and application issues.
• Support Windows OS and Microsoft 365 apps (Outlook, Teams, OneDrive, SharePoint).
• Assist users with collaboration tools and video conferencing solutions.
• Manage incidents and service requests per SLA; maintain documentation.

Skills

Windows 10/11

AD & GP

MS 365

Troubleshooting

ITIL

Networking

Remote support

Incident mgmt

Printer support

Education

Bachelor's degree in IT/CS

Tools

SCCM

Intune

Remote support tools

Job description

Job Title: IT Support Analyst

Please note, this role is not able to offer visa transfer or sponsorship now or in the future.

Job Summary
The IT Support Analyst is responsible for providing technical support and ensuring the smooth operation of IT services across the client organization and its specific location. The role involves troubleshooting hardware, software, network, and OS issues while delivering exceptional customer service to end users. The analyst will support End User Computing (EUC), Microsoft 365 services, mobile devices, collaboration platforms, and local IT infrastructure.

Job Title: IT Support Analyst
Applicants must be authorized to work in the US without sponsorship. Please note, this role is not able to offer visa transfer or sponsorship now or in the future.

Job Summary
The IT Support Analyst is responsible for providing technical support and ensuring the smooth operation of IT services across the client organization and its specific location. The role involves troubleshooting hardware, software, network, and OS issues while delivering exceptional customer service to end users. The analyst will support End User Computing (EUC), Microsoft 365 services, mobile devices, collaboration platforms, and local IT infrastructure.
The position serves as the primary point of contact for IT incidents and service requests, ensuring timely resolution in accordance with established Service Level Agreements.
Key Responsibilities
End User Support

• Provide Level 1 and Level 2 support for desktops, laptops, printers, scanners, mobile devices, and peripherals.
• Diagnoses and resolve hardware, software, operating system, and application issues.
• Support Windows operating systems and standard enterprise applications.
• Assist users with Microsoft 365 products, including Outlook, Teams, OneDrive, SharePoint, Word, Excel, and PowerPoint.
• Provide support for audio/video conferencing solutions and collaboration tools.
• Incident & Service Request Management
  

Endpoint Management

• Deploy, configure, and maintain desktops, laptops, and mobile devices.
• Support device imaging, software installations, upgrades, and patch management.
• Utilize endpoint management tools such as SCCM, Intune, and remote support utilities.
• Track IT assets and maintain accurate inventory records.
• Provide hands-and-feet support for infrastructure, network, server, and security teams.
• Assist with network connectivity troubleshooting.
• Support datacenter equipment, racks, cabling, and local infrastructure activities.
• Coordinate with vendors and third-party support providers.
• Develop and maintain technical documentation, knowledge articles, and support procedures.
  

Required Technical Skills

• Windows 10/11 Administration
• Active Directory & Group Policy
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Hardware & Software Troubleshooting
• IT Service Management (ITIL)
• Network Fundamentals (TCP/IP, DNS, DHCP, VPN)
• Remote Support Tools
• Customer Support & Incident Management
• Printer and Peripheral Support
  

Qualifications

• Preferred Bachelor's Degree in Information Technology, Computer Science,
• 3-7 years of experience in IT Support, Service Desk, Desktop Support, or EUC
  

Soft Skills

• Strong customer service orientation.
• Excellent verbal and written communication skills.
• Ability to work effectively under pressure.
• Strong analytical and problem-solving skills.
• Team-oriented with strong stakeholder management capabilities
  

Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
  

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.