Service Desk Analyst – Cloud & IT Support (L1)

Cognizant; Montpelier (VT); Sur place; USD 39 000 - 52 000; Plein temps

Avantages offerts par ce poste

Medical/Dental/Vision/Life Insurance

Paid holidays plus Paid Time Off

401(k) plan and contributions

Long-term/Short-term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Résumé du poste

Cognizant is seeking a Cloud, Infrastructure & Security - CIS role to provide first-line IT support and incident intake. You will troubleshoot, document, and escalate issues while building foundational Infra skills across core IT domains.

Expect multi-channel support and use of ServiceNow/Jira in a fast-paced environment. The position emphasizes customer service, clear communication, and adherence to SLAs as you collaborate with cross-functional teams to ensure production readiness and reliable

Qualifications

• Minimum of high school diploma and/or an Associates or Bachelor's degree in Computer Science, IT, 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.
• Willingness to work in a 24x7 support environment / shift schedule.

Responsabilités

• Serve as the single point of contact for IT issues, queries, and service requests via phone, email, chat, or other channels.
• Provide technical assistance for issues related to computer systems, software, networks, and hardware.
• Log, classify, prioritize incidents and service requests; maintain records per process.
• Drive first contact resolution and escalate as needed; follow through to closure.
• Document case notes, share knowledge, educate customers, and deliver timely solutions.

Connaissances

Communication skills

Problem solving

Customer service mindset

Attention to detail

Willingness to work night shifts

Formation

High School diploma or equivalent / Associates or Bachelor's degree in CS/IT/Engineering

Outils

ServiceNow

Jira

Description du poste

Cognizant is seeking a Cloud, Infrastructure & Security - CIS role to provide first-line IT support and incident intake. You will troubleshoot, document, and escalate issues while building foundational Infra skills across core IT domains.

Expect multi-channel support and use of ServiceNow/Jira in a fast-paced environment. The position emphasizes customer service, clear communication, and adherence to SLAs as you collaborate with cross-functional teams to ensure production readiness and reliable