Desktop Analyst

About the group 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 Role Details Role Title: Desktop Analyst Location: Cincinnati, OH Job Summary The Deskside Support Analyst is a technical professional responsible for providing direct assistance to end users in troubleshooting and resolving hardware and software issues. Responsibilities Assess faults, conduct repairs, streamline processes, and ensure optimal customer service, contributing to efficient IT operations. Ability to troubleshoot hardware and software issues on desktops, laptops, and mobile devices. Experience providing deskside support to end-users in a corporate environment. Familiarity with remote access tools and techniques. Experience working with Active Directory and other directory services. Manage multiple priorities and work effectively under pressure. Work flexible hours, including evenings and weekends, as required. Provide 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. Lead activities like customer relocations and departmental infrastructure build‑out. Analyze the symptoms of the problem to identify the cause and 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. Provide hands and feet support for server, storage, backup, and network equipment; IPT endpoints Virtual Endpoint Support Win 7, Win 10, HSD. Support Tier 1 VIPs. Stay up to date with current technologies related to network operations and desktop administration and ITIL. Maintain client interaction and professional appearance, adhering to a business professional dress code. Mandatory Skills Active Directory Windows 10, Windows 11 and Macintosh OS Intune / SCCM Tool, Screen‑meet, Beyond Trust + LogMe In tools Printers & Peripherals Virtual Machines (Citrix / Azure Virtual Desktop) Audio/Video Support Ticketing Tool Remedy / SNOW Soft Skills Communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing. Demonstrate good team spirit and coordination skills in onsite offshore model and client and vendor environment. 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. Benefits 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, 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