IT Support Apprentice

Cognizant Apprenticeship Program – IT Support Technician 

Apprenticeship: Program Overview 
Cognizant Apprenticeship Program is officially registered and recognized by the Department of Labor (DOL). Every graduate of our Registered Apprenticeship program receives a nationally recognized credential from the DOL.  

The IT Support Technician apprenticeship program is a one-year paid learning experience; in which new hires are required to successfully complete specific learning hours and on-the-job training to ensure success in their new role and pass technical assessments along the way.  

Upon graduating and receiving a certificate from the apprenticeship program, Associates will be eligible for continued employment with Cognizant based on education, work experience, technical assessment, performance evaluation, and client engagement.  

Position Overview 

By joining Cognizant as an IT Support Technician Apprentice, new hires will work within the Cloud, Infrastructure & Security (CIS) practice to provide professional and technical support for clients across all industries and their systems and networks in the following areas: general system administration, network administration, cloud administration, and end user systems and application support. This is a client-facing role including regular interactions with various client managers.  

New hires will get trained in specific technical skills to enhance core competency skills and grow their career. Throughout the first year at Cognizant, we will closely monitor progression and offer coaching, training, and support to help achieve long-term career goals at Cognizant.  

Responsibilities 

• Open to relocating within the U.S. for future assignments as required by business needs 

• Work in a 24/7 rotation shift, meaning shift start and end times will vary and will often commence and/or end outside of normal business hours 

• Provide first level support and resolution for Cognizant products, internal associates, and clients – including working on assigned tickets with a focus on account provisioning and troubleshooting 

• Answer and respond to inbound calls or electronic requests from end-users regarding incidents and log and track all incidents and requests  

• Create detailed notes of the problem the user is experiencing, find steps they can take to fix the issue, manage the flow of incoming support requests, and update into the service desk tracking software 

• Update general knowledge of current corporate, division, and facility-specific products; in addition to improving the ability to resolve requests on first contact 

• Ability to create tickets, categorize and prioritize open items in action log and ensuring timely delivery across the organization 

• Escalate production issues quickly and drive resolution while communicating status and resolution path to client 

• Follow up with reported complex incidents to ensure they are resolved, requests are filled, and the customer communication is complete 

• Undergo training based on project requirements 

Qualifications 

• Associate degree required in an IT related field; such as Computer Science, Computer Engineering, Computer Engineering, Software Engineering, 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 (i.e. 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, customer relationship management software; with good understanding of Microsoft Office suite 

• Excellent communication skills and ability to work in a team 

• Strong multitasking skills handling voice calls and document records simultaneously 

• Excellent time-management, organizational skills, and customer management  

• Self-motivated individuals with strong analytical, troubleshooting and problem-solving skills with the passion and appetite to learn newer technologies