Deskside Services (ONSITE)

As a **Deskside Services** you will make an impact by ensuring seamless integration of systems and optimizing network performance. You will be a valued member of the team and work closely with the Communications team. **Job Summary** 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 Logistic Center 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. **In this role, you will:** A typical day/week looks like you are monitoring intake channels Via TechBar/phone calls/texts/emails/slack/ and 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 strong 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 to work nights or weekends, occasionally schedule may rotate depending on business needs, and sometimes techs might be asked to work between facilities within the same local area. **Essential Skills:** + Expertise in supporting End User Computing hardware and software (Windows, MAC), including laptops, desktops, mobile phones, tablets, printers, RFID guns, MS Office, Remote Access, Video Conferencing (Poly, and Cisco), 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 be able to Understand and sometimes create KB articles or SOPs) + 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 boxes with devices and get underneath a desk to organize and connect cables + Excellent communication Skills,(Verbal & Electronic) 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 (Poly, Cisco) + Must be able to follow directions from leadership, being self-motivated and be able to work and perform your everyday duties without constant supervision + We are looking for responsible individuals with good attendance that know how to handle them self in a professional matter, someone that understands the importance of respect within our team and other teams within the organization is extremely important to us. **Work model:** 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 office in **Boston,MA** 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. **What you need to have to be considered** + 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 (DHCP, DNS) + Experience providing support within a Fortune 500 global company + Experience supporting C level executives **Preferred Qualifications:** + Industry Certifications might include but not limited to (A+, Network +, ACMT) + Desktop Support or Customer Service Certifications + ITIL Foundations Certification + Baseline OEM Certs / Hardware Repair Certs + Experience with Service Now ITSM Tool Suite We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role. **Salary and Other Compensation:** Applications will be accepted until November 21, 2025. The annual salary for this position is between $37,800 to $59,500 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 salary, 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. Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.