Deskside Support Analyst (Level 2)

We are seeking a skilled Deskside Support Analyst (Level 2) to provide onsite technical support to end users in a corporate environment. The ideal candidate will have strong hands-on experience in desktop support, troubleshooting hardware/software issues, and delivering exceptional customer service. This role involves direct user interaction, VIP support, and maintaining IT operations efficiency., + Provide Level 2 onsite support for end-user incidents and service requests

• Troubleshoot and resolve hardware, software, and network-related issues

• Support desktops, laptops, mobile devices, and peripherals (printers, scanners, etc.)

• Install, configure, and upgrade operating systems and applications

• Perform software deployments, system upgrades, and patch management

• Manage Active Directory tasks (user accounts, password resets, access control)

• Provide VIP (Tier 1) user support with high responsiveness and professionalism

• Utilize remote support tools for troubleshooting when needed

• Support virtual environments (Citrix / Azure Virtual Desktop)

• Provide Audio/Video conferencing support

• Assist with IT asset management and procurement processes

• Support office moves, relocations, and infrastructure setup

• Deliver Hands & Feet support for server, storage, backup, and network equipment

• Accurately log and track requests using ITSM tools (ServiceNow / Remedy)

• Ensure adherence to SLA targets and ITIL best practices

• Bachelor’s degree in IT or related field (or equivalent experience)

• 3-6+ years of experience in deskside / end-user support

• Strong expertise in:

• Windows 10 / Windows 11 and Mac OS

• Active Directory

• Intune / SCCM

• Experience with:

• Remote support tools (BeyondTrust, LogMeIn, ScreenMeet)

• ITSM tools (ServiceNow / Remedy)

• Strong troubleshooting skills across hardware, software, and network issues

• Experience supporting corporate/VIP users

• Ability to handle multiple priorities in a fast-paced environment

• Willingness to work flexible hours, including weekends if required

Preferred Qualifications

• Experience with:

• Citrix / Azure Virtual Desktop (AVD)

• Audio/Video technologies

• ITIL framework

• Knowledge of network fundamentals and physical layer troubleshooting

Soft Skills

• Excellent communication skills (verbal and written)

• Strong customer service focus and professionalism

• Ability to work independently and in a team-oriented environment

• Strong organizational and time management skills

• Ability to perform under pressure and meet SLAs

The annual salary for this position is between $37,804 $72,000 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 is 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 contribution