Desktop Support Analyst

Job Title:
Desktop Support Analyst

Job Location :
Onsite
- Cincinnati, OH-1739 Elm St, USA

* Please note, this role is not able to offer visa transfer or sponsorship now or in the future

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.

• 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:
  • Desktop operating systems (Windows 7, Windows 10+)
  • Hardware troubleshooting and repair
  • Software installation and configuration
• Proficiency in troubleshooting:
  • Hardware and software issues
  • Network and connectivity problems
• Familiarity with:
  • Remote support tools
  • Active Directory and directory services
• Experience supporting:
  • Server, storage, backup systems
  • 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

• 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

• 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

At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance through our various wellbeing programs. Based on this role’s business requirements, this is an onsite position requiring 5 days…