Senior Service Desk Specialist — IT & FDA Tools

Cognizance Technologies, LLC; Silver Spring (MD); On-site; USD 50,000 - 70,000; Full time

Job summary

Cognizance Technologies, LLC seeks a Mid-Level Helpdesk Specialist in Silver Spring, MD. You will manage intake, triage, and resolution for IT requests via ServiceNow, email, Teams, and phone, ensuring accurate ticket data, appropriate routing, and timely updates to users.

Ideal candidates have 3–5 years in enterprise help desk support, strong customer-service skills, and hands-on experience with ServiceNow, Microsoft 365, Teams, SharePoint, and related tools.

Qualifications

• Three to five years of Help Desk, Service Desk, or IT support experience in an enterprise environment.
• Experience with incident and request intake, triage, prioritization, documentation, escalation, tracking, and closure using ServiceNow or a comparable platform.
• Strong written and verbal communication, and customer-service orientation.

Responsibilities

• Monitor and respond to requests via ServiceNow, email, Teams, telephone, and in-person channels.
• Gather customer details; capture ticket in ServiceNow; determine impact, urgency, severity, and the appropriate support tier.
• Categorize, prioritize, assign, and track tickets using established taxonomy and workflows; maintain ownership and escalation paths.

Education

Bachelor's degree in IT/CS/Information Systems or related field

Tools

ServiceNow

Microsoft 365

Teams

SharePoint

OneNote

Power BI

Jira

Job description

Cognizance Technologies, LLC seeks a Mid-Level Helpdesk Specialist in Silver Spring, MD. You will manage intake, triage, and resolution for IT requests via ServiceNow, email, Teams, and phone, ensuring accurate ticket data, appropriate routing, and timely updates to users.

Ideal candidates have 3–5 years in enterprise help desk support, strong customer-service skills, and hands-on experience with ServiceNow, Microsoft 365, Teams, SharePoint, and related tools.