IT Support Specialist

Cognizant; Phoenix (AZ); On-site; USD 55,000 - 72,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

401(k) plan

Paid holidays

Parental Leave

Employee Stock Purchase Plan

Job summary

Cognizant in Phoenix, AZ is seeking an IT Support Specialist to provide on-site end-user support, troubleshoot devices, and manage Microsoft 365 services. You will handle incidents, service requests, and endpoint deployment with SCCM/MECM and Intune.

The role emphasizes ITIL practices, strong customer service, and collaboration with infrastructure teams. This onsite position requires 5 days/week at client site in Phoenix.

Qualifications

• Bachelor's degree in IT or related field preferred.
• 3-7 years in IT Support or Desktop Support roles.
• Experience in enterprise Microsoft environments.

Responsibilities

• Provide Level 1 and Level 2 support for desktops, laptops, printers, and mobile devices.
• Troubleshoot hardware, software, OS, and application issues.
• Support Microsoft 365, Outlook, Teams, OneDrive, SharePoint.
• Manage incidents and service requests per ITIL processes.
• Maintain endpoint configuration with SCCM/MECM and Intune.

Skills

End-user support

Desktop support

ITIL processes

Microsoft 365

Customer service

Troubleshooting

NY analytics

Education

Bachelor's degree in Information Technology

Tools

SCCM/MECM

Microsoft Intune

Active Directory

Group Policy

Office 365 Admin

Job description

Job Title: IT Support Specialist

Job Location: Onsite - Phoenix, AZ, USA

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

Role Overview

The IT Support Specialist is responsible for delivering exceptional end-user support and ensuring the stable operation of IT services across the organization. This role serves as the primary point of contact for technical incidents, service requests, and workplace technology support. The successful candidate will troubleshoot hardware, software, operating system, network, and application issues while supporting End User Computing (EUC), Microsoft 365 services, mobile devices, collaboration platforms, and local IT infrastructure.

In this role, you will

End User Support

• Provide Level 1 and Level 2 technical support for desktops, laptops, printers, scanners, mobile devices, conferencing systems, and other IT peripherals.
• Diagnose and resolve hardware, software, operating system, and application-related incidents.
• Install, configure, and maintain Windows 10 and Windows 11 operating systems.
• Troubleshoot Microsoft Office applications and other standard enterprise software.
• Support Microsoft 365 technologies including Outlook, Teams, OneDrive, SharePoint, Word, Excel, and PowerPoint.
• Provide assistance for collaboration platforms, video conferencing solutions, and meeting room technologies.
• Deliver exceptional customer service while ensuring a positive end-user experience.
• Escalate complex incidents to appropriate support teams and follow through to resolution.

Incident & Service Request Management

• Manage incidents and service requests in accordance with ITIL-based service management processes.
• Ensure timely resolution of tickets while meeting established Service Level Agreements (SLAs).
• Perform root cause analysis for recurring technical issues and recommend corrective actions.
• Maintain accurate ticket documentation, status updates, and resolution details.
• Participate in problem management activities to improve service quality and reduce recurring issues.

Endpoint Management & Device Support

• Deploy, configure, maintain, and troubleshoot desktops, laptops, tablets, and mobile devices.
• Perform device imaging, operating system deployments, software installations, upgrades, and patch management activities.
• Support endpoint management solutions including Microsoft Intune, SCCM/MECM, and remote support tools.
• Manage user account provisioning and device assignments.
• Ensure endpoint security and compliance standards are maintained.
• Track hardware assets and maintain accurate inventory records and asset lifecycle documentation.

Infrastructure & Technical Support

• Provide hands-and-feet support for server, network, security, and infrastructure teams.
• Assist with troubleshooting network connectivity issues including LAN, WAN, Wi-Fi, VPN, DNS, and DHCP-related problems.
• Support local infrastructure activities including rack installations, cabling, hardware replacements, and equipment moves.
• Assist with datacenter and communication room operations where required.
• Coordinate with third-party vendors and service providers to resolve hardware and software incidents.
• Support technology refresh, workplace modernization, and infrastructure upgrade initiatives.

Documentation & Process Improvement

• Create and maintain technical documentation, knowledge articles, support procedures, and operational runbooks.
• Document troubleshooting guides and standard operating procedures.
• Contribute to continuous service improvement initiatives and process optimization efforts.
• Participate in operational reviews and provide recommendations to improve end-user support services.

What you’ll need to succeed (required skills)

• Bachelor's Degree in Information Technology, Computer Science, Engineering, or a related discipline preferred.
• 3-7 years of experience in IT Support, Desktop Support, Service Desk, EUC Support, or Workplace Technology roles.
• Experience supporting enterprise Microsoft environments.
• Familiarity with IT asset management and inventory control processes.
• Experience working within an ITIL-driven support organization.
• Relevant certifications are highly desirable:
  • CompTIA A+
  • CompTIA Network+
  • Microsoft 365 Fundamentals
  • Microsoft Endpoint Administrator Associate
  • ITIL Foundation Certification

Operating Systems & Endpoint Management

• Windows 10 and Windows 11 Administration
• Device Imaging and Deployment
• SCCM / MECM Administration
• Microsoft Intune
• Endpoint Lifecycle Management

Microsoft Technologies

• Microsoft 365 Administration and Support
• Outlook
• Microsoft Teams
• OneDrive
• SharePoint Online
• Microsoft Office Suite

Identity & Access Management

• Active Directory Administration
• Group Policy Management
• User Account Provisioning
• Access Management

Networking & Infrastructure

• TCP/IP Networking
• DNS
• DHCP
• VPN Connectivity
• Network Troubleshooting Fundamentals
• Remote Support Technologies

IT Service Management

• Incident Management
• Request Fulfillment
• Problem Management
• ITIL Framework and Best Practices
• SLA Management

Hardware Support

• Desktop and Laptop Support
• Mobile Device Support
• Printer and Peripheral Support
• Audio/Video Conferencing Equipment Support

Benefits: 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
• Employee Stock Purchase Plan

Work model:

At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance though our various wellbeing programs. Based on this role’s business requirements, this is an onsite role requiring 5 days a week at client site in Phoenix, AZ, USA.

The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.

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.

“Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.