Senior Deskside Support Analyst (Level 2)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 SummaryWe 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 5/29/2026
The annual salary for this position is between
$49,001- $88,000 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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About usCognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization's unique context into technology systems that amplify human potential, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.
Additional employment informationCompensation 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.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] for roles based in the Americas or [email protected] for roles based in India.
