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
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Provide tier 1/2 technical support to remote employees across multiple time zones via ticketing system, chat, email, and video call
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Troubleshoot hardware, software, and connectivity issues across PCs, Macs, and Windows 365 Cloud PCs (VMs)
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Monitor and analyze end user experience metrics (e.g., login times, VM performance, ticket volume/trends, CSAT) and recommend improvements to reduce friction
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Proactively identify recurring pain points across device types or platforms and drive root-cause fixes rather than repeated workarounds
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Support onboarding and offboarding processes, ensuring new hires in any region have working equipment (physical or virtual) and system access on day one
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Support video conferencing, collaboration tools, and virtual meeting technology used by distributed teams
Device Management
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Support and maintain physical PC and Mac fleets, including OS updates, imaging/provisioning, and patch management
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Monitor and maintain endpoint security tool health (antivirus, MDM, disk encryption) across physical and virtual devices
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Manage IT asset lifecycle: procurement, shipping/logistics for international employees, inventory tracking, and equipment retrieval/decommissioning
Vendor & MSP Coordination
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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
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Monitor MSP performance against contracted service levels and report gaps or recurring issues to the IT Operations Manager
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Coordinate with regional MSPs, ISPs, and shipping carriers to resolve connectivity or delivery issues in different countries
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Escalate complex incidents to appropriate internal teams or external MSP support tiers (network, security, applications) and track through resolution
Documentation & Continuous Improvement
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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
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Maintain accurate records in the IT service management (ITSM) system, including MSP-related tickets and vendor communications
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Assist with compliance related to data privacy and IT regulations across different jurisdictions, including MSP adherence to security and data-handling requirements
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Identify patterns in support requests and recommend process, tooling, or platform improvements that enhance the end user experience
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Assist the IT Operations Manager with special projects, audits, vendor reviews, EUX initiatives, and reporting as needed
Qualifications
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Bachelor’s degree in Computer Science, Information Technology, or a related discipline, or equivalent practical experience
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2+ years of experience in an IT support, service desk, or analyst capacity, preferably within a remote or distributed workplace
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Prior experience supporting both physical endpoints (Mac/PC) and virtualized desktop environments is preferred
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Background in collaborating with or coordinating relationships with e