IT Systems Support Analyst

Cognizant; Texas City (TX); On-site; USD 52,000 - 78,000; Full time

Benefits offered by this job

Health Insurance

PTO & Holidays

401(k) Plan

Disability Insurance

Parental Leave

Job summary

Cognizant in Texas City is seeking an IT Support Analyst to deliver frontline IT services, troubleshoot hardware, software, OS, and network issues, and ensure incidents meet SLA targets for end users.

You’ll support End User Computing, Microsoft 365, mobile devices, collaboration platforms, and local infrastructure, acting as the primary contact for incidents and service requests and documenting procedures.

Qualifications

• Bachelor's degree in Information Technology or Computer Science preferred.
• 3-7 years IT Support, Service Desk, Desktop Support, or EUC experience.
• Strong customer service orientation and communication skills.
• Ability to work under pressure and manage multiple tasks.
• Team-oriented with stakeholder management.

Responsibilities

• Provide Level 1 and Level 2 support for desktops, laptops, printers, and devices.
• Diagnose and resolve hardware, software, OS, and application issues.
• Support Windows OS and enterprise applications.
• Assist users with Microsoft 365 products (Outlook, Teams, OneDrive, SharePoint).
• Provide support for audio/video conferencing and collaboration tools.
• Incident & Service Request Management
• Deploy, configure, and maintain desktops, laptops, and mobile devices.
• Support imaging, installations, upgrades, and patch management.
• Utilize endpoint management tools such as SCCM and Intune.
• Track IT assets and maintain inventory records.
• Hands-on 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 and knowledge articles.

Skills

Windows Admin

Active Directory

Microsoft 365

ITIL

Network Fundamentals

Remote Support

Customer Support

Incident Management

Printer Support

Education

Bachelor's Degree

Tools

SCCM

Intune

Job description

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.

The IT Support Analyst is responsible for providing technical support and ensuring the smooth operation of IT services across the 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.

About Cognizant's CIS Practice:

Cognizant's CIS (Cognizant Infrastructure Services) Practice is a global leader in providing IT infrastructure services. We deliver innovative solutions to optimize and transform IT infrastructure, ensuring business agility and operational efficiency. Our services include cloud computing, data center management, network services, and cybersecurity. We focus on understanding client needs and delivering customized solutions to drive business success.

What you'll do in the role

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.

What you'll need to succeed:

• 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

• 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.