Location: Chicago, IL (onsite)
Experience: 6-8 years
Please note, this role is not able to offer visa transfer or sponsorship now or in the future*
Job Summary
We are seeking a skilled Deskside Support Analyst (Level 2) to provide onsite technical support to end users in a corporate environment. The ideal candidate will have strong hands-on experience in desktop support, troubleshooting hardware/software issues, and delivering exceptional customer service. This role involves direct user interaction, VIP support, and maintaining IT operations efficiency.
Key Responsibilities
Provide Level 2 onsite support for end-user incidents and service requests
Troubleshoot and resolve hardware, software, and network-related issues
Support desktops, laptops, mobile devices, and peripherals (printers, scanners, etc.)
Install, configure, and upgrade operating systems and applications
Perform software deployments, system upgrades, and patch management
Manage Active Directory tasks (user accounts, password resets, access control)
Provide VIP (Tier 1) user support with high responsiveness and professionalism
Utilize remote support tools for troubleshooting when needed
Support virtual environments (Citrix / Azure Virtual Desktop)
Provide Audio/Video conferencing support
Assist with IT asset management and procurement processes
Support office moves, relocations, and infrastructure setup
Deliver Hands & Feet support for server, storage, backup, and network equipment
Accurately log and track requests using ITSM tools (ServiceNow / Remedy)
Ensure adherence to SLA targets and ITIL best practices
Required Qualifications
Bachelor’s degree in IT or related field (or equivalent experience)
3–6+ years of experience in deskside / end-user support
Strong expertise in:
Windows 10 / Windows 11 and Mac OS
Active Directory
Intune / SCCM
Experience with:
Remote support tools (BeyondTrust, LogMeIn, ScreenMeet)
ITSM tools (ServiceNow / Remedy)
Strong troubleshooting skills across hardware, software, and network issues
Experience supporting corporate/VIP users
Ability to handle multiple priorities in a fast-paced environment
Willingness to work flexible hours, including weekends if required
Preferred Qualifications
Experience with:
Citrix / Azure Virtual Desktop (AVD)
Audio/Video technologies
ITIL framework
Knowledge of network fundamentals and physical layer troubleshooting
Soft Skills
Excellent communication skills (verbal and written)
Strong customer service focus and professionalism
Ability to work independently and in a team-oriented environment
Strong organizational and time management skills
Ability to perform under pressure and meet SLAs
Applications will be accepted until 6/15/2026
The annual salary for this position is between 60,001– $72,000 depending on experience and other qualifications of the successful candidate.
This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and is subject to the terms of Cognizant’s applicable plans.
Benefits: 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 contribution
- Long-term/Short-term Disability
- Paid Parental Leave
- Employee Stock Purchase Plan
Disclaimer: 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.
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