IT Analyst

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Kognitiv Inc.

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

☁️ SaaS

🤝 B2B

Consulting • SaaS • B2B

Kognitiv Inc. is a consulting firm that specializes in providing services and solutions for Workday®, an enterprise management cloud solution. The company focuses on helping organizations optimize their Workday implementations, offering services such as project management, change management, platform optimization, and advisory services. Kognitiv is dedicated to enhancing clients' post-implementation experience, ensuring efficient system utilization and compliance. They provide solutions like custom reporting tools, staff augmentation, and integration monitoring, among others. Kognitiv's products like Rooster offer scheduling solutions integrated with Workday®, and their services aim to empower organizations with efficient, streamlined processes.

📋 Description

• Provide tier 1/2 technical support to remote employees across multiple time zones via ticketing system, chat, email, and video call • Troubleshoot hardware, software, and connectivity issues across PCs, Macs, and Windows 365 Cloud PCs • Monitor end user experience metrics and recommend improvements to reduce friction • Identify recurring pain points and drive root-cause fixes • Support onboarding and offboarding, including equipment and system access • Support video conferencing, collaboration tools, and virtual meeting technology • Maintain physical PC and Mac fleets, including OS updates, imaging/provisioning, and patch management • Monitor endpoint security tool health across physical and virtual devices • Manage IT asset procurement, shipping/logistics, inventory, retrieval, and decommissioning • Coordinate with MSPs, ISPs, vendors, and shipping carriers on escalations, SLAs, connectivity, and delivery issues • Escalate complex incidents and track them through resolution • Document recurring issues and maintain knowledge base articles and self-service guides • Maintain accurate ITSM records, including MSP tickets and vendor communications • Assist with data privacy and IT regulatory compliance across jurisdictions • Identify support patterns and recommend process, tooling, or platform improvements • Assist the IT Operations Manager with special projects, audits, vendor reviews, EUX initiatives, and reporting

🎯 Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related discipline, or equivalent practical experience • 2+ years of experience in an IT support, service desk, or analyst capacity • Experience supporting physical Mac/PC endpoints and virtualized desktop environments preferred • Experience coordinating with external IT managed service providers or outsourced vendors preferred • Proficiency with macOS and Windows • Hands-on experience with Windows 365 / Cloud PC or equivalent VDI strongly preferred • Familiarity with Microsoft 365 and/or Google Workspace • Experience with identity and access management tools such as Okta or Azure AD, including SSO and MFA • Familiarity with MDM and endpoint administration tools such as JumpCloud, Intune, or Jamf • Understanding of networking principles including VPN, DNS, and Wi-Fi troubleshooting • Experience with ITSM and ticketing platforms such as Zendesk, Jira Service Management, or ServiceNow • Understanding of IT security guidelines and vendor risk evaluation • Familiarity with DEX/EUX monitoring software is a plus • Excellent written and verbal communication abilities • Ability to work asynchronously across diverse cultures, time zones, and vendor partners • Exceptional organizational capability and attention to detail • Flexibility to assist with international on-call rotations • Self-driven, independent worker able to thrive in a fully remote environment • Preferred certifications include CompTIA A+, Network+, Microsoft 365 Certified: Modern Desktop Administrator, or Microsoft Certified: Windows 365 Administrator • Experience with multiple MSPs or regional IT vendors preferred • Experience supporting international IT equipment shipping/logistics preferred • Familiarity with GDPR and other data privacy regulations preferred • Must have work authorization in the employing country without current or future visa sponsorship