L1 Service Desk Engineer - Cloud & IT Infra

Cognizant; Honolulu (HI); On-site; USD 41,000 - 50,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays + PTO

401(k) plan and contributions

Long-term/Short-term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Job summary

Cognizant is seeking an L1 IT support professional for Cloud, Infrastructure & Security to serve as the first contact for users. Responsibilities include intake, troubleshooting, documenting incidents, and escalating as needed.

You will gain foundational Infra skills across core IT domains, including workloads in Azure/AWS and ITSM tooling. The role emphasizes customer service, clear communication, and adherence to SLA targets.

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.
• Customer service mindset with professionalism and empathy.

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 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.

Skills

Tech interest

Clear communication

Problem solving

Customer service

Education

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

Tools

ServiceNow

Jira

Job description

Cognizant is seeking an L1 IT support professional for Cloud, Infrastructure & Security to serve as the first contact for users. Responsibilities include intake, troubleshooting, documenting incidents, and escalating as needed.

You will gain foundational Infra skills across core IT domains, including workloads in Azure/AWS and ITSM tooling. The role emphasizes customer service, clear communication, and adherence to SLA targets.