Job Description

Salary: 41,600 - 52,000 USD per year Requirements:

• Associate degree required in an IT-related field, such as Computer Science, Computer Engineering, Software Engineering, or Information Systems.
• CompTIA and/or AWS certification(s) preferred.
• 1-2 years of experience working in end-user support and IT performance analysis role preferred.
• Experience working in 24/7 operations (e.g., call centers in a voice support process).
• Comprehensive and up-to-date understanding of computer hardware and software.
• Knowledgeable in Windows operating systems.
• Proficient with task management and customer relationship management software, with a solid understanding of Microsoft Office suite.
• Excellent communication skills and ability to work in a team.
• Strong multitasking skills while handling voice calls and document records simultaneously.
• Excellent time-management and organizational skills, along with effective customer management.
• Self-motivated individuals with strong analytical, troubleshooting, and problem-solving skills and a passion for learning new technologies.

Responsibilities:

• Open to relocating within the U.S. for future assignments as required by business needs.
• Willing to work based on client needs, onsite all five days, Monday through Friday.
• Work in a 24/7 rotation shift, with varying start and end times often outside of normal business hours.
• Provide first-level support and resolution for Cognizant products, internal associates, and clients, focusing on account provisioning and troubleshooting.
• Troubleshoot hardware and software-related issues on laptops, desktops, display monitors, docking stations, and all peripherals.
• Work on new employee IT onboarding processes by preparing laptops, desktops, and peripherals for Day 1 of employment.
• Manage IT asset retrieval from users during their offboarding process.
• Answer and respond to inbound calls or electronic requests from end-users regarding incidents, logging, and tracking all incidents and requests.
• Create detailed notes of users' issues, find actionable steps to resolve them, manage the flow of incoming support requests, and update the service desk tracking software.
• Update knowledge of current corporate and division products to improve first contact resolution rates.
• Create tickets, categorize and prioritize open items in the action log, ensuring timely delivery across the organization.
• Escalate production issues quickly and drive resolutions while communicating status and resolution paths to clients.
• Follow up with reported complex incidents to ensure resolution, request fulfillment, and complete customer communication.
• Undergo training based on project requirements.

Technologies:

• AWS
• Cloud
• Hardware
• Support
• Security
• Windows
• Network

More:

The Cognizant Apprenticeship Program for IT Support Technician is a one-year paid learning experience recognized by the Department of Labor (DOL). Every graduate receives a nationally recognized credential. Upon completion, associates may be eligible for continued employment with Cognizant based on education, work experience, technical assessments, performance evaluations, and client engagement.

As an IT Support Technician Apprentice, you will work within the Cloud, Infrastructure & Security (CIS) practice to provide professional and technical support for clients across all industries. You'll receive training in specific technical skills to grow your career, and throughout your first year, we will monitor your progression, offering coaching and support to help you achieve your long-term career goals.

New hires will be deployed to specific client sites, and while we will attempt to accommodate location preferences, final assignments will depend on business needs. The apprenticeship start dates are slated for April and July 2025. The base salary for this position is $20/hour, eligible for a progressive increase based on performance after 11 months. Cognizant offers a range of benefits, including medical, dental, vision, life insurance, paid holidays, a 401(k) plan with contributions, and employee stock purchases.

Job Tags

Holiday work, Full time, Work experience placement, Relocation, Rotating shift, Monday to Friday,

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