Helpdesk Administrator

As a Helpdesk Administrator, you'll make an impact by maintaining a secure, efficient, and connected digital environment. You'll combine hands-on technical support with advanced identity and access management, helping ensure a seamless experience for end users while strengthening the organization's IT infrastructure. You will be a valued member of the Cloud Infrastructure and Security team and work collaboratively with the Senior Tech Specialist.

In this role, you will

• Design, implement, and maintain Active Directory and ADFS solutions to enhance efficiency, authentication, and security.
• Manage and administer Microsoft Active Directory, M365 IDaaS, VMware ESXi, and Microsoft Certificate Management.
• Develop and streamline identity lifecycle processes and conduct regular audits to maintain compliance and best practices.
• Collaborate with cross-functional teams to integrate Active Directory with other systems and applications.
• Resolve technical issues from the incident management queue, ensuring timely and accurate ticket updates and escalations.
• Diagnose and prevent recurring issues affecting Windows OS, applications, mobile endpoints, and voice services.
• Complete new user setup requests, including physical and virtual desktops, packaged software installations, and communication tools.
• Administer and support physical and virtual desktop environments, telephone systems, remote access, mobile endpoints, antivirus and firewall tools, thin clients, collaboration platforms, incident management, and application packaging.
• Participate in IT Service Desk call rotation, ensuring responsive, high-quality end-user support.
• Create and maintain knowledge base articles, contributing to continuous learning across the team.
• Identify and implement opportunities to improve IT service delivery, processes, and user experience.
• Stay current with emerging enterprise technologies and security best practices.

Required skills: what you need to be considered

• 3+ years of experience in cloud infrastructure, identity management, and end-user support.
• Strong proficiency with Windows and macOS environments.
• Hands-on experience with M365 IDaaS, ADFS, and Active Directory design and administration.
• Expertise in Microsoft Certificate Management and secure identity processes.
• Excellent troubleshooting and problem-solving abilities.
• Strong communication and collaboration skills with a focus on end-user satisfaction.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Microsoft Certified: Identity and Access Administrator Associate.

Preferred skills: what will help you stand out

• Experience with VMware ESXi and application packaging tools.
• Familiarity with incident management frameworks and process improvement initiatives.
• Exposure to enterprise collaboration tools and remote access technologies.
• Continuous learning mindset with an interest in evolving cloud and identity management solutions.

We're eager to meet people who share our mission and can make an impact in various ways. Don't hesitate to apply, even if you only meet the required skills listed. Your transferable skills and experiences matter—help us see how you're the right person for this role.

Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future.

Working arrangements
At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance though our various wellbeing programs. Based on this role's business requirements, this is an onsite position requiring 5 days a week in a client or Cognizant office in Toronto, Ontario.

The working arrangements for this role are accurate as of the date of posting. This may change based on the project you're engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.