L1 IT Service Desk Analyst – Multichannel Support

Cognizant; Columbus (OH); On-site; USD 41,000 - 50,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

401(k) plan and contributions

Disability (Long-Term/Short-Term)

Paid Parental Leave

Employee Stock Purchase Plan

Job summary

Cognizant is seeking a Cloud, Infrastructure & Security (CIS) L1 Support role to handle initial incident intake, troubleshooting, and documentation. You will engage users via phone, email, chat, and other channels, escalate as needed, and work toward first-contact resolution while building foundational Infra skills across cloud and IT domains.

The position requires a flexible 24x7 schedule and relocation to Mesa, AZ or Des Moines, IA in accordance with business needs.

Qualifications

• High School diploma and/or Associate or Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field.
• Strong interest in technology with eagerness to learn.
• Clear written and verbal communication; able to explain technical concepts to non-technical users.

Responsibilities

• Serve as the 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 incidents and service requests; classify, prioritize, and update records.
• Drive first contact resolution; escalate to appropriate groups and follow up through closure.
• Document case notes, share knowledge, and educate customers to resolve incidents quickly.

Skills

Tech interest

Problem solving

Communication (verbal)

Customer service

Process adherence

Education

Associate or Bachelor’s in CS/IT/Engineering

Tools

ServiceNow

Jira

Job description

Cognizant is seeking a Cloud, Infrastructure & Security (CIS) L1 Support role to handle initial incident intake, troubleshooting, and documentation. You will engage users via phone, email, chat, and other channels, escalate as needed, and work toward first-contact resolution while building foundational Infra skills across cloud and IT domains.

The position requires a flexible 24x7 schedule and relocation to Mesa, AZ or Des Moines, IA in accordance with business needs.