Description
Job Title-Desktop Support
We are looking for Desktop Support Technicians for an immediate need. This is a client-facing role & the candidate will have regular interactions with various client managers. As part of our elite Deskside support team that provides technical support and expertise to our End Users, VIPs, and their administrative assistants. This team works in a total contact ownership model that includes receiving direct intake from our executives and End Users working every incident or request through to fulfillment. This team is responsible for 80% first contact resolution.
Key Responsibilities :
A typical day/week looks like you are monitoring intake channels (phone calls/texts/emails/slack/SNOW tickets) to quickly respond to any question or problem our users have with technology. You will work face to face to assess the situation, apply your skills with the knowledge of our environment to resolve or escalate to get a resolution and restore service or provide the information. Deskside support technicians offer customer service, problem-solve computer issues, provide hardware and application support, install software upgrades, create, and maintain documentation, etc.
This role requires 2 to 5 years of Experience in Maintaining, analyzing, troubleshooting, and repairing hardware and computer systems is the job of deskside support. Tech-savvy people who are self-motivated enough to provide consistent customer support with minimal supervision will thrive in this role. On any given day, deskside support professionals perform on-site or remote servicing, repair, and installation of computer hardware, software, and networks. Most deskside support professionals work full time in an office environment. However, many do not work common nine-to-five hours. Due to their vital role in supporting businesses 24/7, they may be required work nights or weekends.
Essential Skills:
• Expertise in supporting End User Computing hardware and software (Windows and MAC), including laptops, desktops, mobile phones, tablets, printers, MS Office, Remote Access, Video Conferencing, and VDI.
• Experience in documenting, tracking, and monitoring the incidents and problem(s) to ensure a timely resolution in ServiceNow, Remedy or similar ticketing systems.
• Must have deep subject manner expertise in hardware, peripherals, and enterprise software support, reimage and data migration, break-fix, international travel support, device back-up and restore, mobility, email, IMACs (installs, add, moves and changes) and ad-hoc support for technology users.
• Experience using ARS, Active Directory, SCCM, JAMF, Nexthink, and similar tools to support first contact resolution
• Experience in the full lifecycle of end user devices, including provisioning, monitoring, remote managing, re-imaging, de-provisioning, and retiring.
• Must be able to manage and organize your own workload and utilize your resources to ensure the Executive issues and requests are resolved.
• Proven ability to learn quickly and utilize latest technologies to develop and implement superior solutions in a high-pressure environment
• Experience following policies and guidelines on security and confidentiality
• Focused team player with strong ability to provide independent leadership for successful project outcomes and achievement of desired objectives
• Being a deskside position, it is expected the willingness to carry device boxes and moves
• Excellent communication, interpersonal and analytical skills
• Must be able to communicate the concept behind the problem/resolutions to Executives
• Applies best practices and knowledge of internal/external business challenges to improve processes and services
• Experience performing system administration responsibilities within an enterprise environment.
• Experience supporting end to end technology services and solutions
• Experience supporting Audio Video Conferencing technology and Live Meeting Streaming
Required Qualifications:
• Bachelor’s degree in Computer Science or related field or +2 years’ additional experience
• 5+ years’ experience in a Deskside Support role with at least 3 years face to face support.
• 5+ years supporting MAC and Windows platforms
• Expertise with MS Office suite, including Outlook
- Tier 2+ level networking skills (VLANs, DHCP, DNS)
• Experience providing support within a Fortune 500 global company
• Experience supporting C level executives
Preferred Qualifications:
• Industry Certifications like A+ and ACMT
• Desktop Support or Customer Service Certifications
• ITIL Foundations Certification
• Baseline OEM Certs / Hardware Repair Certs
• Experience with Service Now ITSM Tool Suite
Applicants are required to be eligible to lawfully work in the U.S. immediately; employer will not sponsor applicants for U.S. work authorization (such as an H-1B visa) for this opportunity.
Hourly Rate and Other Compensation:
The hourly rate for this position is between $25 – 30 per hour, depending on experience and other qualifications of the successful candidate.
This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.
Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
- Medical/Dental/Vision/Life Insurance
- Paid holidays plus Paid Time Off
- 401(k) plan and contributions
- Long-term/Short-term Disability
- Paid Parental Leave
- Employee Stock Purchase Plan
Disclaimer: The hourly rate, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.