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:

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

· 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

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…