L1 IT Support & Cloud Helpdesk Specialist

Cognizant; Denver (CO); On-site; USD 41,000 - 50,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays plus Paid Time Off

401(k) plan and contributions

Long-term/Short-term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Job summary

Cognizant is hiring for a Cloud, Infrastructure & Security (CIS) L1 IT Support role in the United States. The position provides first-line technical support, handling incident intake, troubleshooting, and escalation while building foundational Infra skills across IT domains.

You will serve as the single point of contact, assist with systems, software, networks, and hardware, log and classify tickets, and strive for first contact resolution.

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.
• Clear written and verbal communication skills; able to explain technical concepts to non-technical users.
• 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; switch channels as required.
• Provide technical assistance for issues related to computer systems, software, applications, networks, and hardware.
• Log incidents and service requests; classify and prioritize; maintain records per process.
• Drive first contact resolution whenever possible.
• Escalate issues to the appropriate group 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 (SLA).
• 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 assistant.
• 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

Problem solving

Communication skills

Customer service

Following processes

24x7 availability

Education

High School diploma or associates/bachelor's in CS/IT/Engineering or related field

Job description

Cognizant is hiring for a Cloud, Infrastructure & Security (CIS) L1 IT Support role in the United States. The position provides first-line technical support, handling incident intake, troubleshooting, and escalation while building foundational Infra skills across IT domains.

You will serve as the single point of contact, assist with systems, software, networks, and hardware, log and classify tickets, and strive for first contact resolution.