L1 IT Help Desk Analyst - 24x7 Multi-Channel Support

Cognizant; Richmond (VA); On-site; USD 41,000 - 50,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays and PTO

401(k) plan and matching

Job summary

Cognizant is hiring for an L1 IT helpdesk role in the United States. You will be the first point of contact for users, handling incidents and requests, diagnosing issues across systems, software, networks, and hardware, and escalating when needed.

Role emphasizes documentation, knowledge sharing, and meeting SLA targets while promoting self-help and ensuring timely resolution in a multi-channel support environment.

Qualifications

• Minimum of High School diploma and/or an Associates or Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field.
• Strong interest in technology with an eagerness to learn.
• Good problem-solving skills and attention to detail.
• Clear written and verbal communication skills; able to explain technical concepts to non-technical users.
• Customer service mindset with professionalism and empathy.
• Ability to follow documented processes for ticket logging, prioritization, and escalation.
• Willingness to work in a 24x7 support environment/work schedule, which may include nights, weekends, and holidays based on shift schedules.

Responsibilities

• Serve as the single point of contact for IT issues, queries, and service requests via phone, email, chat, or other channels.
• Provide technical assistance for issues related to computer systems, software, networks, and hardware.
• Log, classify, prioritize, and update incidents and service requests; maintain records per process.
• Drive first contact resolution whenever possible.
• Escalate issues to appropriate groups and follow up through closure.
• Document case notes thoroughly; share knowledge; educate customers; resolve incidents promptly.
• Meet service level targets and performance goals (e.g., SLA targets).

Education

High School diploma

Associates degree

Bachelor's degree

Tools

ServiceNow

Jira

Job description

Cognizant is hiring for an L1 IT helpdesk role in the United States. You will be the first point of contact for users, handling incidents and requests, diagnosing issues across systems, software, networks, and hardware, and escalating when needed.

Role emphasizes documentation, knowledge sharing, and meeting SLA targets while promoting self-help and ensuring timely resolution in a multi-channel support environment.