L1 IT Service Desk Analyst - 24x7 Support & Growth

Cognizant; City of Albany (NY); On-site; USD 41,000 - 50,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

401(k) plan

Paid holidays and PTO

Job summary

Cognizant is hiring for a Cloud, Infrastructure & Security (CIS) role delivering first-line IT support. You will handle incident intake, troubleshooting, and escalation while building foundational Infra skills across core IT domains.

Expect multi-channel support using tools like ServiceNow, Jira, Azure, and AWS. You will join a 24x7 operations team, focusing on customer service excellence and thorough documentation.

Qualifications

• High school diploma or higher in CS/IT/Engineering or related field.
• Strong eagerness to learn technology and grow Infra skills.
• Good problem-solving and attention to detail.
• Clear written and verbal communication; able to explain tech to non-tech.
• Customer service mindset with professionalism and empathy.
• Ability to follow documented ticketing/logging processes.
• Willingness to work in a 24x7 support environment with shift rotations.

Responsibilities

• Serve as single point of contact for IT issues via phone, email, chat or other channels.
• Provide technical assistance for computer systems, software, networks, and hardware.
• Log, classify, prioritize incidents and service requests; update records per process.
• Drive first contact resolution when possible and escalate per procedure.
• Document case notes, share knowledge, educate customers, resolve incidents quickly.
• Use knowledge bases and customer resources to deliver accurate solutions.
• Meet SLA targets and promote self-help options.
• Collaborate with cross-functional teams for multi-channel support and readiness.

Skills

Communication skills

Problem solving

Customer service mindset

Documentation skills

Attention to detail

Team player

Follow processes

Willingness for 24x7 shift

Education

High School diploma / Associate or Bachelor’s degree in CS/IT/Engineering

Tools

ServiceNow

Jira

Azure

AWS

Job description

Cognizant is hiring for a Cloud, Infrastructure & Security (CIS) role delivering first-line IT support. You will handle incident intake, troubleshooting, and escalation while building foundational Infra skills across core IT domains.

Expect multi-channel support using tools like ServiceNow, Jira, Azure, and AWS. You will join a 24x7 operations team, focusing on customer service excellence and thorough documentation.