Service Desk Analyst - 1st Line IT Support & Cloud Basics

Cognizant; Phoenix (AZ); On-site; USD 41,000 - 50,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k) plan

Paid holidays and PTO

Employee Stock Purchase Plan

Job summary

Cognizant invites applications for an L1 IT support role in the CIS group, based in Mesa, AZ / Des Moines, IA. You will be the first contact for users, handling incident intake, basic troubleshooting, and smooth escalation while building Infra skills across core IT domains.

The position requires a high school diploma or higher in a tech-related field, willingness to work a 24x7 schedule, and strong communication with a customer-service mindset. Training provided.

Qualifications

• High School diploma or equivalent and/or an Associate or Bachelor's degree in CS/IT/Engineering.
• Willingness to work in a 24x7 shift environment, nights/weekends/holidays.
• Strong problem-solving and attention to detail.
• Clear written and verbal communication for non-technical users.

Responsibilities

• Serve as the single point of contact for IT issues via phone, email, chat, or other channels.
• Provide technical assistance for computer systems, software, networks and hardware.
• Log, classify, prioritize and update incidents per process.
• Escalate to appropriate groups and follow through to closure.
• Document case notes and share knowledge to educate customers.
• Meet SLA targets and promote self-help options to reduce repeats.
• Collaborate with cross-functional teams for multi-channel support.
• Engage in continuous learning in service desk, cloud and remote support.

Skills

Problem solving

Communication skills

Customer service mindset

Willingness to learn

Education

High School diploma or equivalent / Associate or Bachelor in CS/IT/Engineering

Tools

ServiceNow

Jira

Azure

AWS

Job description

Cognizant invites applications for an L1 IT support role in the CIS group, based in Mesa, AZ / Des Moines, IA. You will be the first contact for users, handling incident intake, basic troubleshooting, and smooth escalation while building Infra skills across core IT domains.

The position requires a high school diploma or higher in a tech-related field, willingness to work a 24x7 schedule, and strong communication with a customer-service mindset. Training provided.