L1 IT Service Desk Specialist for Cloud & ITSM

Cognizant; Missoula (MT); On-site; USD 41,000 - 50,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays plus PTO

401(k) plan and contributions

Disability insurance

Paid Parental Leave

Employee Stock Purchase Plan

Job summary

Cognizant is hiring for an L1 IT support role in the United States with relocation to Mesa, AZ or Des Moines IA. Start date December 2026. The salary is $45,000 per year, plus eligibility for an annual incentive program based on performance.

The role focuses on incident intake, troubleshooting, documentation, escalation, and building foundational Infra skills across IT domains. You will work across cloud basics (Azure/AWS) and ITSM tools like ServiceNow and Jira, in a 24x7 support setting.

Qualifications

• High School diploma or higher in CS/IT/Engineering or related field.
• Interest in technology with eagerness to learn.
• Good problem-solving and attention to detail.
• Clear written and verbal communication; 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 including nights, weekends, and holidays.

Responsibilities

• Serve as the single point of contact for IT issues, queries, and service requests via phone, email, chat, or other channels; switch channels as required.
• Provide technical assistance for issues related to computer systems, software, applications, networks, and hardware.
• Log all incidents and service requests; classify and prioritize; maintain and update records per process.
• Drive first contact resolution whenever possible.
• Escalate issues to the appropriate group/team per procedure and follow up through closure.
• Document case notes thoroughly; share knowledge; educate customers; resolve incidents and fulfill requests quickly.
• Use internal knowledge bases and customer-provided resources to deliver accurate technical solutions.
• Meet service level targets and performance goals (e.g., SLA targets).
• Promote self-help and available service options to reduce repeat contacts.
• Perform other assigned duties as needed.
• Deliver customer service excellence in unified contact center environments using Genesys, Amazon Connect, Avaya, and GenAI agent assist.
• Demonstrate clear communication, empathy, call/chat etiquette, and de-escalation techniques in multi-channel support scenarios.
• Collaborate with cross-functional teams to deliver professional, multi-channel customer support and production readiness.
• Engage in continuous learning and apply best practices in service desk, cloud, and remote support operations.

Skills

Customer service

Clear communication

Problem solving

Attention to detail

Shift flexibility

Education

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

Tools

ServiceNow

Jira

Azure

AWS

Job description

Cognizant is hiring for an L1 IT support role in the United States with relocation to Mesa, AZ or Des Moines IA. Start date December 2026. The salary is $45,000 per year, plus eligibility for an annual incentive program based on performance.

The role focuses on incident intake, troubleshooting, documentation, escalation, and building foundational Infra skills across IT domains. You will work across cloud basics (Azure/AWS) and ITSM tools like ServiceNow and Jira, in a 24x7 support setting.