IT Support Associate

Cognizant; Memphis (TN); On-site; USD 42,000 - 62,000; 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

Job summary

Cognizant is seeking an IT Support Analyst in Memphis to provide frontline technical support and ensure seamless IT services for end users. You will troubleshoot hardware, software, network and OS issues while delivering excellent customer service across EUC and Microsoft 365 environments.

You will be the primary contact for IT incidents and service requests, resolving issues within SLA guidelines and coordinating with infrastructure teams as needed.

Qualifications

• Bachelor's degree in IT, CS or related field.
• 3–7 years of IT Support, Service Desk, Desktop Support, or EUC experience.

Responsibilities

• Provide Level 1 and Level 2 IT support for desktops, laptops, printers and mobile devices.
• Diagnose and resolve hardware, software, OS and application issues.
• Support Windows OS and Microsoft 365 apps including Outlook, Teams, OneDrive, SharePoint.
• Assist users with Microsoft 365 products and collaboration tools.
• Coordinate incident/service requests and maintain SLA compliance.
• Deploy, configure, and maintain endpoints; handle imaging, deployments and patching.
• Document technical procedures and maintain accurate inventory.

Skills

Windows 10/11 Administration

Active Directory & Group Policy

Microsoft 365

Hardware & Software Troubleshooting

ITIL

Network Fundamentals

Remote Support Tools

Customer Support & Incident Management

Printer & Peripheral Support

Education

Bachelor's Degree in Information Technology, Computer Science

Tools

SCCM

Intune

Job description

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.
• Ability to prioritize multiple tasks in a fast-paced environment.
• 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.