Service Desk Pro: 1st Line IT Support & Troubleshooting

Cognizant; Hartford (CT); On-site; USD 41,000 - 50,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays plus PTO

401(k) plan and contributions

Long‑term/Short‑term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Job summary

Cognizant is seeking a Cloud, Infrastructure & Security (CIS) L1 Support specialist to be the first point of contact for IT users. You will handle incidents and requests, perform basic troubleshooting, document details, and escalate as needed.

You will gain exposure to Azure/AWS, ITSM tools like ServiceNow and Jira, and work in a 24x7 environment with a focus on customer service excellence and knowledge sharing.

Qualifications

• High School diploma or associate/bachelor in Computer Science, IT, Engineering, or related field.
• Strong interest in technology with eagerness to learn.
• Clear written and verbal communication; 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 via phone, email, chat, or other channels.
• Provide technical assistance for computer systems, software, networks, and hardware.
• Log, classify, prioritize, and update incidents and service requests.
• Drive first contact resolution and escalate per procedure.
• Document case notes, share knowledge, and educate customers.

Skills

Problem solving

Attention to detail

Clear communication

Customer service mindset

Follow documented processes

Education

CS/IT/Engineering degree or diploma

Tools

ServiceNow

Jira

Azure

AWS

Job description

Cognizant is seeking a Cloud, Infrastructure & Security (CIS) L1 Support specialist to be the first point of contact for IT users. You will handle incidents and requests, perform basic troubleshooting, document details, and escalate as needed.

You will gain exposure to Azure/AWS, ITSM tools like ServiceNow and Jira, and work in a 24x7 environment with a focus on customer service excellence and knowledge sharing.