Desktop Support Analyst

Cognizant is seeking a Desktop Support Analyst in Stamford, CT. This is an onsite role.

Qualified applicants must be authorized to work in the US. Cognizant will not be able to offer visa sponsorship now or anytime in the future.

About The Role

• 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
• 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 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
• Analyse the symptoms of the problem to properly identify the cause of the issue in order to determine a solution
• Triage issues such as physical layers, usernames and passwords
• Uninstall/reinstall basic software applications, verify proper hardware and software set-up and assist with navigation of application menus
• Perform onsite installations or replacements of various hardware components and software repair
• Perform diagnostic testing and utilization of remote control tools to assist users when troubleshooting to determine a solution
• Please note that this role involves client interaction, and maintaining a professional appearance is a crucial part of the job
• Candidates are expected to adhere to a business professional dress code, which includes well-tailored suits, button-down shirts
• Good Expertise to provide Hands and Feet support for Server, Storage, Backup and Network equipment , IPT endpoints Virtual Endpoint Support Win 7, Win 10, HSD
• Ability to support Tier 1 VIPs
• Stays up to date with current technologies related to Network operations and Desktop Administrations and ITIL
  
  

Soft Skills

• Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing
• Must have good team spirit and coordinate skills in onsite offshore model and client and vendor environment. Ability to demonstrate without supervision.
• Ability to prioritize, manage and perform under pressure to meet SLAs.
• Excellent knowledge of Customer Service best practice. Willing to work flexibly and with enthusiasm.
• Ability to thrive in a fast paced, rapid changing environment
  
  

Technical Skills Required

• Active Directory
• Win 10, Windows 11 & Macintosh OS
• Intune / SCCM Tool
• Screen-meet, Beyond Trust Logme In tools etc
• Printers & Peripherals
• Virtual Machines (Citrix / Azure Virtual Desktop)
• Audio/Video Support
• Ticketing Tool Remedy / SNOW
  
  

Salary and Other Compensation: The annual salary for the position is between $65,000 and $75,000 and depends on experience and other qualifications. 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