IT Analyst

At Kognitiv Inc., we’re redefining what it means to be a Workday partner. As one of the fastest-growing companies in the ecosystem, we bring deep expertise, innovative thinking, and a people-first mindset to everything we do. We’re not just building better Workday solutions—we’re building a company where talented people thrive.

Ready to do your best work? Join us.

The IT Analyst provides technical support and operational continuity for a globally distributed remote workforce across a mixed environment of PCs, Macs, and Windows 365 Cloud PCs (VMs). This role troubleshoots hardware, software, and connectivity issues across time zones, partners with MSPs and vendors, and is directly accountable for maintaining and continuously improving the End User Experience (EUX) for employees working from anywhere in the world.

Responsibilities

End User Support & Experience

• 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 (VMs)

• Monitor and analyze end user experience metrics (e.g., login times, VM performance, ticket volume/trends, CSAT) and recommend improvements to reduce friction

• Proactively identify recurring pain points across device types or platforms and drive root-cause fixes rather than repeated workarounds

• Support onboarding and offboarding processes, ensuring new hires in any region have working equipment (physical or virtual) and system access on day one

• Support video conferencing, collaboration tools, and virtual meeting technology used by distributed teams

Device Management

• Support and maintain physical PC and Mac fleets, including OS updates, imaging/provisioning, and patch management

• Monitor and maintain endpoint security tool health (antivirus, MDM, disk encryption) across physical and virtual devices

• Manage IT asset lifecycle: procurement, shipping/logistics for international employees, inventory tracking, and equipment retrieval/decommissioning

Vendor & MSP Coordination

• Serve as the primary internal point of contact for regional IT managed service providers (MSPs), coordinating ticket escalation, tracking SLAs, and ensuring timely resolution of outsourced support requests

• Monitor MSP performance against contracted service levels and report gaps or recurring issues to the IT Operations Manager

• Coordinate with regional MSPs, ISPs, and shipping carriers to resolve connectivity or delivery issues in different countries

• Escalate complex incidents to appropriate internal teams or external MSP support tiers (network, security, applications) and track through resolution

Documentation & Continuous Improvement

• Document recurring issues, create and update knowledge base articles and self-service guides for common remote-work IT problems, including PC/Mac/Windows 365-specific guidance

• Maintain accurate records in the IT service management (ITSM) system, including MSP-related tickets and vendor communications

• Assist with compliance related to data privacy and IT regulations across different jurisdictions, including MSP adherence to security and data-handling requirements

• Identify patterns in support requests and recommend process, tooling, or platform improvements that enhance the end user experience

• Assist the IT Operations Manager with special projects, audits, vendor reviews, EUX initiatives, and reporting as needed

Qualifications

• 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, preferably within a remote or distributed workplace

• Prior experience supporting both physical endpoints (Mac/PC) and virtualized desktop environments is preferred

• Background in collaborating with or coordinating relationships with external IT managed service providers (MSPs) or outsourced vendors is preferred

• Proficiency with both macOS and Windows operating systems

• Direct, hands-on experience with Windows 365 / Cloud PC or equivalent virtual desktop infrastructure (such as VDI or Azure Virtual Desktop) is strongly preferred

• Familiarity with cloud-based productivity suites, including Microsoft 365 and/or Google Workspace

• Experience utilizing identity and access management tools, including Okta, Azure AD, or similar single sign-on (SSO) and multi-factor authentication (MFA) platforms

• Familiarity with mobile device management (MDM) and endpoint administration tools (e.g., JumpCloud, Intune, Jamf) across virtual and physical systems

• Solid comprehension of networking principles (including VPN, DNS, and Wi-Fi troubleshooting) and their influence on virtual desktop performance

• Experience with ITSM and ticketing platforms (such as Zendesk, Jira Service Management, or ServiceNow), including outsourced ticket integration and vendor handoff workflows

• Fundamental comprehension of IT security guidelines and vendor risk evaluation practices

• Familiarity with Digital Employee Experience (DEX) or End User Experience (EUX) monitoring software, such as Nexthink or Microsoft Endpoint Analytics, is a plus

• Excellent written and verbal communication abilities, with a capacity to guide non-technical users and maintain professional coordination with external MSP organizations

• A dedicated, customer-focused approach with a sincere passion for enhancing daily user interactions with technology

• Ability to work effectively in an asynchronous fashion across diverse cultures, geographic time zones, and vendor partners

• Exceptional organizational capability and rigorous attention to detail, particularly regarding vendor documentation, asset logs, and SLA monitoring

• Flexibility in scheduling to assist with international on-call rotations

• Self-driven, independent worker who thrives in a fully remote environment

Preferred Qualifications

• Certifications such as CompTIA A+, Network+, Microsoft 365 Certified: Modern Desktop Administrator, or Microsoft Certified: Windows 365 Administrator

• Experience managing or collaborating with multiple MSPs or regional IT vendors simultaneously

• Experience supporting international shipping/logistics for IT equipment

• Familiarity with data privacy regulations (GDPR, etc.) relevant to a global workforce

Kognitiv is an Equal Opportunity Employer

All applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. Kognitiv will consider for employment qualified applicants with arrest or conviction records in a manner consistent with the requirements of the law, including any applicable fair chance law.

Work Authorization

Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Kognitiv.

Candidates who are currently employed by a client of Kognitiv or an affiliated Kognitiv business may not be eligible for consideration.

Estimated Application Deadline

This job postings' application deadline is an estimate, but ultimately the fill date is flexible and the job will remain open until filled. Any updates on deadlines will be communicated through this job posting.