L1 Service Desk Analyst — Multichannel IT Support

Cognizant; Jackson (MS); On-site; USD 41,000 - 50,000; Full time

Benefits offered by this job

Medical Insurance

Paid Time Off

401(k) plan

Parental Leave

Employee Stock Purchase Plan

Job summary

Cognizant is hiring an L1 Cloud, Infrastructure & Security (CIS) professional to be the first contact for users, handling incidents, requests, and basic troubleshooting. You will document, escalate when needed, and drive first-contact resolution across channels.

The role focuses on foundational infra skills, ITSM tools, and contributing to production readiness in a fast-paced environment. Relocation to Mesa, AZ or Des Moines, IA is required with a December 2026 start.

Qualifications

• Minimum of a 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.
• 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 via phone, email, chat, or other channels.
• Provide technical assistance for issues related to computer systems, software, networks, and hardware.
• Log, classify, prioritize, and update incidents and service requests.
• 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 as quickly as possible.
• 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.
• 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

Strong problem-solving

Clear written and verbal communication

Customer service mindset

Eagerness to learn

Education

High school diploma or associate/bachelor in CS/IT/Eng

Tools

ServiceNow

Jira

Azure/AWS basics

Job description

Cognizant is hiring an L1 Cloud, Infrastructure & Security (CIS) professional to be the first contact for users, handling incidents, requests, and basic troubleshooting. You will document, escalate when needed, and drive first-contact resolution across channels.

The role focuses on foundational infra skills, ITSM tools, and contributing to production readiness in a fast-paced environment. Relocation to Mesa, AZ or Des Moines, IA is required with a December 2026 start.