Senior Desktop Support Analyst/engineer

Desktop Support Analyst

The Deskside Support Analyst is a technical professional responsible for providing direct assistance to end users in troubleshooting and resolving hardware and software issues. They assess faults, conduct repairs, streamline processes, and ensure optimal customer service, contributing to efficient IT operations. Strong technical knowledge of desktop operating systems and software applications. Experience providing deskside support to end-users in a corporate environment. Ability to troubleshoot hardware and software issues on desktops, laptops, and mobile devices. Familiarity with remote access tools and techniques. Experience working with Active Directory and other directory services. Ability to manage multiple priorities and work effectively under pressure. Willingness to work flexible hours, including evenings and weekends, as required. 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. Leading activities like customer relocations and departmental infrastructure build out. Analyze the symptoms of the problem to properly identify the cause of the issue in order to 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. Please note that this role involves client interaction, and maintaining a professional appearance is a crucial part of the job. Candidates are expected to adhere to a business professional dress code, which includes well-tailored suits, button-down shirts. Good Expertise to provide Hands and Feet support for Server, Storage, Backup and Network equipment, IPT endpoints Virtual Endpoint Support Win 7, Win 10, HSD. Ability to support Tier 1 VIPs. Stays up to date with current technologies related to Network operations and Desktop Administrations and ITIL.

Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing. Must have good team spirit and coordinate skills in onsite offshore model and client and vendor environment. Ability to demonstrate without supervision. Ability to 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.

Active Directory. Win 10, Windows 11 & Macintosh OS. Intune / SCCM Tool. Screen-meet, Beyond Trust + Logme In tools etc. Printers & Peripherals. Virtual Machines (Citrix / Azure Virtual Desktop). Audio/Video Support. Ticketing Tool Remedy / SNOW.

The annual salary for the position depends on experience and other qualifications. This position is also eligible for Cognizant's discretionary annual incentive program, based on performance and subject to the terms of Cognizant's applicable plans.

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.

The chance to work with impact. Ownership over your career. The opportunity to thrive on a high caliber team with heart. A comprehensive total rewards package, including a competitive salary and a pension plan with matching contributions. Flexible health and financial benefits to support you and your eligible dependents—from day one. True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.

Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization's unique context into technology systems that amplify human potential, realize tangible returns and keep global enterprises ahead in a fast-changing world.

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information.

Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you'll deliver services to and collaborate with stakeholders outside the province who may not speak French.