L1 IT Support Specialist - Service Desk & Cloud Basics

Cognizant; Madison (WI); 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

Long-term/Short-term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Job summary

Cognizant is hiring for a Cloud, Infrastructure & Security (CIS) L1 Support role in the United States. You will serve as the initial contact point for users, handling incidents and requests, documenting issues, and escalating where needed.

The position emphasizes foundational Infra skills across IT domains and multi-channel customer support. You will work toward timely resolution, utilize ITSM tools, and contribute to service quality while staying aligned with SLAs and customer satisfaction

Qualifications

• Minimum a High School diploma and/or an Associates or Bachelor’s degree in Computer Science, IT, 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; 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., balanced scorecard / SLA targets).
• Promote self-help and available service options to reduce repeat contacts.

Skills

Problem-solving

Clear communication

Customer service mindset

Willingness to learn

Ability to follow processes

Education

High School diploma or equivalent

Associates or Bachelor's degree in Computer Science, Information Technology, Engineering, or related field

Tools

ServiceNow

Jira

Azure

AWS

Job description

Cognizant is hiring for a Cloud, Infrastructure & Security (CIS) L1 Support role in the United States. You will serve as the initial contact point for users, handling incidents and requests, documenting issues, and escalating where needed.

The position emphasizes foundational Infra skills across IT domains and multi-channel customer support. You will work toward timely resolution, utilize ITSM tools, and contribute to service quality while staying aligned with SLAs and customer satisfaction