Job Description:

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Cognosante is on a mission to transform our country's healthcare system. With our health and security-focused solutions, we help public sector organizations achieve the important task of providing the best possible public services to American Citizens. From Enterprise IT, Data Science, and Security Services, to full-scale Consumer Engagement and Interoperability solutions, we are moving government services forward with transformation and innovation. Learn how we are making a difference in people's lives today!

Job Description

Cognosante is looking for an IT Logistics Associate. This candidate will possess an outstanding customer service focus coupled with solid technical skills.This role will ensure world class customer support is provided across all levels of the company with a keen focus on asset management and inventory. The IT Logistics Associate will be part of the IT Procurement Team, supporting and working with customers via phone and/or email, to understand, research, and resolve hardware and logistical needs. This candidate will also work with the Level 2 Support Services, System Operations, Security, and ECSD Tier 1 teams to successfully complete projects and tasks. This candidate is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands.

Key Responsibilities

• Responsible for inventory, imaging, packing, and shipping hardware to end users


• Responsible to receive hardware, inspect for damages, clean, reimage, and upgrade hardware


• Responsible for coordinating equipment deliveries and pick-ups


• Updating assets and equipment records in Configuration Management Database (CMDB)


• Responsible for hardware reconciliation, managing asset return queues and mailboxes


• Maintains accurate and up to date notes in all tickets


• Review open tickets daily, promptly following up on tickets


• Provide in person, phone and remote technical support, chat, through Microsoft Teams and/or Samanage


• Triage and work assigned service desk tickets


• Ensure that initial response, ongoing communication, and resolution times are within SLAs


• Provide up to date inventory counts across Cognosante infrastructure


• Assist with forecasting equipment inventory to support both internal and external organizational needs

Required Qualifications

• Associates degree in Computer Information Systems, Information Technology, related field, or equivalent experience (may substitute 3 years additional service desk or IT experience for degree)


• 2 years IT experience


• Solid technical and troubleshooting skills


• Candidate must have experience in explaining technical data and information in simplistic grade school language for end users of complex IT systems and projects


• Candidate must be able to use a variety of word processing, spreadsheet, graphics, and scheduling tools


• Candidate must have experience in being able to gather and convert data into a written narrative

Candidates that do not meet the required qualifications will not be considered.

Additional Minimum Qualifications

• Excellent written and communication skills


• Exceptional customer service skills


• Experience creating support documentation

Preferred Qualifications

• HDI or ITIL certification


• Experience with IT Service Management systems like ServiceNow or Samanage


• CompTIA A+ Certification


• CITAM Certification


• CHAMP Certification


• Basic understanding of ITAM practices and procedures


• 2 year working knowledge of Office 365


• Basic understanding of Active Directory