Desktop Support Analyst

We are seeking an experienced and customer-focused Level 2 Desktop Support Analyst to help serve as the primary face of our IT team at our R&I Campus IT Kiosk. In this highly visible role, you will provide exceptional walk-up support to our campus employees, resolving a wide range of hardware, software, and connectivity issues. You will also act as an escalation point for Level 1 support and ensure all incidents are handled efficiently through our ServiceNow ticketing system., * Kiosk & Walk-Up Support: Provide immediate, face-to-face technical assistance for employees visiting the IT Kiosk, ensuring a welcoming and service-oriented experience.

• Hardware & Hardware Setup: Configure, image, deploy, and troubleshoot laptops, desktops, mobile devices (iOS/Android), Cisco IP phone handsets, and MS Teams Room Equipment.
• Software & Application Support: Install and troubleshoot L'Oréal standard software, including Windows 11, Mac OS, Microsoft Office 365, Microsoft Teams, and Adobe Creative Cloud.
• Account Administration: Manage and maintain user accounts via AAD and O365.
• Audio/Visual & Peripheral Support: Support conference room AV equipment (including Microsoft Teams Rooms), network printers, and other PC peripherals.
• Ticketing & Documentation: Take ownership of issues from end-to-end using ServiceNow. Document resolutions, contribute to Knowledge Base articles, and update hardware/software asset inventory data.
• Security & Network Compliance: Ensure all endpoints comply with corporate security/antivirus policies. Perform basic troubleshooting for LAN, Wi-Fi, and TCP/IP connectivity issues.
• Mentorship: Act as an escalation point and mentor for Level 1 team members. Follow standard operating processes (SOPs) and SLA guidelines.

• Experience: Bachelor's degree in a related field OR 3-5 years of proven experience as a Desktop Support Analyst.
• Certifications: CompTIA A+ certification or equivalent knowledge is highly preferred.

Technical Skills:

• Strong proficiency in Windows 11 and Mac OS environments.
• Expert knowledge of Microsoft Office 365 and Active Directory administration.
• Experience with ServiceNow (or similar ITSM ticketing systems) and remote support tools (e.g., Bomgar).
• Solid understanding of basic networking (TCP/IP, Wi-Fi) and endpoint security protocols.

Soft Skills:

• Clear and effective written and verbal communication skills, with the ability to easily explain technical concepts to non-technical users. Fluent in English; multilingual abilities are a strong plus to support our diverse workforce.
• Highly customer-focused with a strong service orientation, patience, and welcoming demeanor.
• Organized, detail-oriented, and capable of prioritizing tasks in a fast-paced, walk-up environment.
• Strong critical thinking and strategic problem-solving abilities.

At Cogent Infotech, we believe in creating opportunities that empower individuals and transform organizations. With over 22 years of excellence in consulting and talent solutions, we pride ourselves on building inclusive workplaces and driving innovation in everything we do. Our diverse teams bring unique perspectives to help deliver cutting-edge solutions to global clients across both public and private sectors.