Desktop Support Analyst

The Deskside Support Analyst is a customer-facing technical professional responsible for providing onsite and remote support to end users, ensuring timely resolution of hardware, software, and infrastructure-related issues.

This role plays a critical part in maintaining operational efficiency, user productivity, and service excellence by diagnosing technical problems, performing repairs, and supporting IT infrastructure in a fast-paced corporate environment. The analyst will also contribute to deployments, asset lifecycle management, and VIP support , while adhering to ITIL best practices.

In this role, you will

• Provide Level 2 deskside support for complex hardware, software, and infrastructure issues affecting desktops, laptops, mobile, and virtual environments.

• Diagnose, troubleshoot, and resolve technical issues by analyzing symptoms, identifying root causes, and implementing effective solutions, including physical layer, login, and application-related problems.

• Perform installation, configuration, and repair of hardware and software, including component replacements, software reinstalls, and system setup validation.

• Utilize remote access tools and diagnostic utilities to investigate and resolve user issues efficiently while minimizing downtime.

• Lead and execute deployment activities, including software releases, system upgrades, patches, and enterprise-wide rollouts on end-user devices.

• Manage Active Directory and access-related tasks, including user account provisioning, permissions, and identity troubleshooting.

• Provide Hands & Feet support for IT infrastructure, including servers, storage, backup systems, network devices, and IPT endpoints.

• Oversee asset lifecycle management, including procurement, inventory tracking, compliance, and proper configuration of end-user devices.

• Support infrastructure and workplace initiatives such as customer relocations, departmental IT setup, and environment build-outs.

• Deliver exceptional customer service, including support for Tier 1 VIP users, maintaining professional client interactions, meeting SLAs, and adhering to business professional standards while contributing to continuous improvement and ITIL-aligned practices.

• 3-5 years of experience providing deskside/end-user support in a corporate environment

• Strong technical knowledge of:

o Desktop operating systems (Windows 7, Windows 10+)

o Hardware troubleshooting and repair

o Software installation and configuration

• Proficiency in troubleshooting:

o Hardware and software issues

o Network and connectivity problems

• Familiarity with:

o Remote support tools

o Active Directory and directory services

• Experience supporting:

o Server, storage, backup systems

o Network devices and IPT endpoints

• Knowledge of virtual desktop environments (VDI)

• Basic understanding of ITIL processes and service management frameworks

• Experience with asset management and device lifecycle processes

• Ability to manage multiple priorities and meet SLAs in a high-pressure environment

• Willingness to work flexible hours, including evenings and weekends

Preferred Skills

• Excellent communication skills (verbal, written, and face-to-face)

• Strong customer service orientation and problem-solving mindset

• Ability to work collaboratively in onsite-offshore and client-vendor environments

• Self-driven with the ability to work independently with minimal supervision

• Strong prioritization, coordination, and time-management skills

• Ability to thrive in a fast-paced and rapidly changing environment

• High level of professionalism, including adherence to business professional dress standards

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

Work model:

At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance though our various wellbeing programs. Based on this role’s business requirements, this is an onsite position requiring 5 days a week at a client location in Ohio, Cincinnati, USA.

The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.