IT Support Associate

Job Title: IT Support Analyst Applicants must be authorized to work in the US without sponsorship. Please note, this role is not able to offer visa transfer or sponsorship now or in the future. Job Summary The IT Support Analyst is responsible for providing technical support and ensuring the smooth operation of IT services across the client organization and its specific location. The role involves troubleshooting hardware, software, network, and OS issues while delivering exceptional customer service to end users. The analyst will support End User Computing (EUC), Microsoft 365 services, mobile devices, collaboration platforms, and local IT infrastructure. The position serves as the primary point of contact for IT incidents and service requests, ensuring timely resolution in accordance with established Service Level Agreements. Key Responsibilities End User Support Provide Level 1 and Level 2 support for desktops, laptops, printers, scanners, mobile devices, and peripherals. Diagnoses and resolve hardware, software, operating system, and application issues. Support Windows operating systems and standard enterprise applications. Assist users with Microsoft 365 products, including Outlook, Teams, OneDrive, SharePoint, Word, Excel, and PowerPoint. Provide support for audio/video conferencing solutions and collaboration tools. Incident & Service Request Management Endpoint Management Deploy, configure, and maintain desktops, laptops, and mobile devices. Support device imaging, software installations, upgrades, and patch management. Utilize endpoint management tools such as SCCM, Intune, and remote support utilities. Track IT assets and maintain accurate inventory records. Provide hands-and-feet support for infrastructure, network, server, and security teams. Assist with network connectivity troubleshooting. Support datacenter equipment, racks, cabling, and local infrastructure activities. Coordinate with vendors and third-party support providers. Develop and maintain technical documentation, knowledge articles, and support procedures. Required Technical Skills Windows 10/11 Administration Active Directory & Group Policy Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) Hardware & Software Troubleshooting IT Service Management (ITIL) Network Fundamentals (TCP/IP, DNS, DHCP, VPN) Remote Support Tools Customer Support & Incident Management Printer and Peripheral Support Qualifications Preferred Bachelor's Degree in Information Technology, Computer Science, 3-7 years of experience in IT Support, Service Desk, Desktop Support, or EUC Soft Skills Strong customer service orientation. Excellent verbal and written communication skills. Ability to work effectively under pressure. Strong analytical and problem-solving skills. Ability to prioritize multiple tasks in a fast-paced environment. Team-oriented with strong stakeholder management capabilities 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 Disclaimer: The salary, 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. #J-18808-Ljbffr Cognizant