L1 Service Desk Analyst – 24/7 Cloud & IT Support

Cognizant; Austin (TX); On-site; USD 41,000 - 50,000; Full time

Job summary

Cognizant is seeking an IT Help Desk professional to provide first-line L1 support for a range of IT services. The role includes incident intake, basic troubleshooting, and timely escalation while developing foundational Infra skills in cloud and on-premises environments.

Responsibilities include logging requests, guiding users, adhering to SLA targets, and promoting self-help options. The position requires 24x7 availability and relocation to Mesa, AZ or Des Moines, IA.

Qualifications

• Requires at least a high school diploma and/or an Associate or Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field.
• Demonstrates strong interest in technology with eagerness to learn.
• Excellent problem-solving and attention to detail; strong written and verbal communication.

Responsibilities

• Serve as the single point of contact for IT issues via phone, email, chat, or other channels.
• Provide technical assistance across computer systems, software, networks, and hardware.
• Log, classify, prioritize, and track incidents and service requests.
• Drive first-contact resolution where possible and escalate per procedure.
• Document notes, share knowledge, and educate customers for faster resolution.
• Utilize knowledge bases and resources to deliver accurate solutions.

Skills

Customer service mindset

Clear communication

Problem solving

Attention to detail

Follow processes

Willingness to work 24x7

Eagerness to learn

Education

Associate or Bachelor's degree in CS/IT/Engineering

Tools

ServiceNow

Jira

Azure

AWS

Job description

Cognizant is seeking an IT Help Desk professional to provide first-line L1 support for a range of IT services. The role includes incident intake, basic troubleshooting, and timely escalation while developing foundational Infra skills in cloud and on-premises environments.

Responsibilities include logging requests, guiding users, adhering to SLA targets, and promoting self-help options. The position requires 24x7 availability and relocation to Mesa, AZ or Des Moines, IA.