Desktop Analyst

About The Group

Cognizant’s Cloud, Infrastructure, and Security Services Practice (CIS) is all about accepting digital transformation by driving core modernization holistically across layers. We help customers transform infrastructure and workplace to meet the constantly evolving needs of the digital era. Our broad approach delivers key results for our customers by achieving cloud‑driven modernization and workplace and operational transformation to own the business in a secure environment.

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

Desktop Analyst

Cincinnati, OH

The Deskside Support Analyst is a technical professional responsible for providing direct assistance to end users in troubleshooting and resolving hardware and software issues.

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

• Assess faults, conduct repairs, streamline processes, and ensure optimal customer service.
• Provide deskside support to end‑users in a corporate environment.
• Diagnose and resolve hardware and software issues on desktops, laptops, and mobile devices.
• Use remote access tools and techniques.
• Manage multiple priorities and work under pressure.
• Provide Level 2 onsite support for complex customer issues.
• Lead deployment of software releases, system upgrades, and patches.
• Procure and manage the asset lifecycle of end‑user devices.
• Support customer relocations and departmental infrastructure build‑out.
• Uninstall/reinstall basic software applications, verify hardware and software configuration.
• Perform onsite installations or replacements of hardware components and software repairs.
• Utilize diagnostic testing and remote control tools to assist users.
• Maintain a professional appearance and adhere to a business professional dress code.
• Provide hands‑and‑feet support for Server, Storage, Backup, and Network equipment, IPT endpoints Virtual Endpoint Support (Win 7, Win 10, HSD).
• Support Tier 1 VIPs.
• Stay up to date with current technologies related to Network operations, Desktop Administration, and ITIL.

• Effective communication across various audiences.
• Team spirit and coordination in onsite/offshore and client/vendor environments.
• Scheduling and prioritization to meet SLAs.
• Customer service best practice with enthusiasm.
• Ability to thrive in a fast‑paced, rapidly changing environment.

• 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 salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

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