Service Desk Support Analyst

Cognizant; City of Albany (NY); Vor Ort; USD 41.000 - 50.000; Vollzeit

Benefits dieser Stelle

Medical/Dental/Vision/Life Insurance

401(k) plan

Paid holidays and PTO

Zusammenfassung

Cognizant is hiring for a Cloud, Infrastructure & Security (CIS) role delivering first-line IT support. You will handle incident intake, troubleshooting, and escalation while building foundational Infra skills across core IT domains.

Expect multi-channel support using tools like ServiceNow, Jira, Azure, and AWS. You will join a 24x7 operations team, focusing on customer service excellence and thorough documentation.

Qualifikationen

• High school diploma or higher in CS/IT/Engineering or related field.
• Strong eagerness to learn technology and grow Infra skills.
• Good problem-solving and attention to detail.
• Clear written and verbal communication; able to explain tech to non-tech.
• Customer service mindset with professionalism and empathy.
• Ability to follow documented ticketing/logging processes.
• Willingness to work in a 24x7 support environment with shift rotations.

Aufgaben

• Serve as 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 incidents and service requests; update records per process.
• Drive first contact resolution when possible and escalate per procedure.
• Document case notes, share knowledge, educate customers, resolve incidents quickly.
• Use knowledge bases and customer resources to deliver accurate solutions.
• Meet SLA targets and promote self-help options.
• Collaborate with cross-functional teams for multi-channel support and readiness.

Kenntnisse

Communication skills

Problem solving

Customer service mindset

Documentation skills

Attention to detail

Team player

Follow processes

Willingness for 24x7 shift

Ausbildung

High School diploma / Associate or Bachelor’s degree in CS/IT/Engineering

Tools

ServiceNow

Jira

Azure

AWS

Jobbeschreibung

Cloud, Infrastructure & Security (CIS)

Position Overview

This role provides first-line (L1) technical support as the initial point of contact for users. The position focuses on incident and request intake, troubleshooting, documentation, and timely escalation while building foundational Infrastructure (Infra) skills across core IT domains.

Key Responsibilities

• Serve as the single point of contact for IT issues, queries, and service requests via phone, email, chat, or other customer-provided channels; switch channels as required.


• Provide technical assistance for issues related to computer systems, software, applications, networks, and hardware.


• Log all 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 as quickly as possible.


• Use internal knowledge bases and customer-provided resources to deliver accurate technical solutions.


• Meet service level targets and performance goals (e.g., balanced scorecard / SLA targets).


• Promote self-help and available service options to reduce repeat contacts.


• Perform other assigned duties as needed.


• Deliver customer service excellence in unified contact center environments, using Genesys, Amazon Connect, Avaya, and GenAI agent assist.


• Demonstrate clear communication, empathy, call/chat etiquette, and de-escalation techniques in multi-channel support scenarios.


• Collaborate with cross-functional teams to deliver professional, multi-channel customer support and production readiness.


• Engage in continuous learning and apply best practices in service desk, cloud, and remote support operations.

Tools & Technology Exposure

• Servers, databases, networking, storage, and backup fundamentals.


• Cloud computing basics (Azure/AWS).


• ITSM/ticketing tools (e.g., ServiceNow, Jira).


• Basic hardware, software, and network troubleshooting under supervision.


• Routine system maintenance and technical documentation.

Required 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.


• Good problem-solving skills and attention to detail.


• Clear written and verbal communication skills; able to explain technical concepts to non-technical users.


• Customer service mindset with professionalism and empathy.


• Ability to follow documented processes for ticket logging, prioritization, and escalation.


• Willingness to work in a 24x7 support environment/work schedule, which may include nights, weekends, and holidays based on shift schedules.

Location

New hires will be hired Mesa, AZ and Des Moines, IA , where you will work alongside other experienced Cognizant associates delivering technology solutions. Applicants must be willing to relocate to this major geographic area. While we attempt to honor candidate location preferences, business needs and position availability will determine final location assignment.

Start Date

New hires will start in December 2026 . While we will attempt to honor candidate start date preferences, business need and position availability will determine final start date assignment. Exact start date will be communicated with enough time for you to plan effectively.

Salary and Other Compensation:

The annual salary for this position is $45,000 depending on experience and other qualifications of the successful candidate. This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Why Choose Us?

Cognizant delivers solutions that draw upon the full power and scale of our associates. You will be supported by high-caliber experts and employ some of the most advanced and patented capabilities. Our associate’s diverse backgrounds offer multifaceted perspectives and fuel new ways of thinking. We encourage lively discussions which inspire better results for our clients.

Benefits

Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• 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

Disclaimer

The hourly rate, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Work Authorization

Due to the nature of this position, Cognizant cannot provide sponsorship for U.S. work authorization (including participation in a CPT/OPT program) for this role.

Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.