Deskside support Analyst (ONSITE)

Practice - CIS - Cloud, Infrastructure, and Security Services

About Cloud Infrastructure & Security Services: Cognizant's Cloud, Infrastructure, and Security Services Practice (CIS), is all about accepting digital transformation by driving core modernization holistically across layers. We help customers transform infrastructure and workplace to meet the constantly evolving needs of the digital era. Our broad approach delivers key results for our customers by achieving cloud driven modernization and workplace and operational transformation to own the business in a secure environment.

*Please note, this role is not able to offer visa transfer or sponsorship now or in the future*

Job Tittle: Deskside support Analyst (ONSITE)

Work Location: Windsor, CT

Job Summary

As a Deskside support Analyst you will play a crucial role in managing IT service operations ensuring seamless incident management and providing top-notch support for end-user tools. Your expertise in IT Service Management Incident Management and Desktop Support will be pivotal in enhancing our service delivery. You will work from our office during day shifts contributing to the companys mission of delivering exceptional IT solutions.

Responsibilities

• The Deskside Support Analyst is a technical professional responsible for providing direct assistance to end users in troubleshooting and resolving hardware and software issues. They assess faults, conduct repairs, streamline processes, and ensure optimal customer service, contributing to efficient IT operations.
• Strong technical knowledge of desktop operating systems and software applications
• Experience providing deskside support to end-users in a corporate environment
• Excellent communication and customer service skills
• Ability to troubleshoot hardware and software issues on desktops, laptops, and mobile devices
• Familiarity with remote access tools and techniques
• Experience working with Active Directory and other directory services
• Ability to manage multiple priorities and work effectively under pressure
• Willingness to work flexible hours, including evenings and weekends, as required.
• Level 2 onsite or remote support for complex customer issues and requests
• Lead deployment of software releases, system upgrades and patches on end user devices
• Accountable for procurement and Asset management of end user devices
• Leading activities like customer relocations and departmental infrastructure build out
• Will analyse the symptoms of the problem to properly identify the cause of the issue in order to determine a solution
• Will triage issues such as physical layers, usernames and passwords
• Will uninstall/reinstall basic software applications, verify proper hardware and software set-up and assist with navigation of application menus
• Will perform onsite installations or replacements of various hardware components and software repair
• Will perform diagnostic testing and utilization of remote control tools to assist users when troubleshooting to determine a solution
• Oversee IT service operations to ensure efficient and effective service delivery.
• Manage incident management processes to minimize downtime and enhance user satisfaction.
• Provide expert support for end-user tools including Nexthink and Macintosh OS X laptops.
• Utilize ServiceNow for tracking and resolving IT service requests and incidents.
• Deliver remote desktop support to ensure seamless user experiences across Windows platforms.
• Collaborate with cross-functional teams to implement IT solutions that align with business objectives.
• Analyze and resolve technical issues promptly to maintain high service standards.
• Develop and maintain documentation for IT processes and procedures.
• Conduct regular audits to ensure compliance with IT governance risk and compliance standards.
• Implement best practices in IT service management to optimize performance and efficiency.
• Provide training and guidance to team members to enhance their technical skills.
• Engage with stakeholders to understand their IT needs and provide tailored solutions.
• Contribute to the continuous improvement of IT services to support business growth.

Qualifications

• Possess strong experience in IT Service Management and Incident Management.
• Demonstrate proficiency in supporting end-user tools like Nexthink and Macintosh OS X.
• Have hands-on experience with ServiceNow and Windows desktop support.
• Exhibit knowledge in Governance Risk & Compliance and Life and Annuities Insurance is a plus.
• Show excellent problem-solving skills and attention to detail.
• Communicate effectively with technical and non-technical stakeholders.
• Work collaboratively in a team-oriented environment.

Salary and Other Compensation

Applications will be accepted until May/22/2025.

The annual salary for this position is between $37,804 to $86,000 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.

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 Salary, 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.

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