Desktop Support- Onsite

Cognizant's Cloud, Infrastructure, and Security Services Practice (CIS), is all about accepting digital transformation by driving core modernization holistically across layers. We help customers transform infrastructure and workplace to meet the constantly evolving needs of the digital era. Our broad approach delivers key results for our customers by achieving cloud driven modernization and workplace and operational transformation to own the business in a secure environment.

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. If you have a disability that requires a reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information.

Location: Houston, Texas

• Technical Support: Provide advanced technical support to end-users by analyzing, solve, and resolving technical incidents and problems. This includes hardware, software, network, and application-related issues.
• Incident Management: Receive, log, categorize, prioritize, and track IT incidents reported by end-users from the service desk. Initiate appropriate actions to restore services quickly while maintaining effective communication with users throughout the incident lifecycle.
• Partner concern Support: Assist service desk analysts with technical issues, providing guidance and expertise. Review and triage raised incidents to ensure proper handling and timely resolution.
• Knowledge Management: Contribute to the maintenance and improvement of the knowledge base by documenting known issues, solutions, and solve procedures. Share knowledge and collaborate with the service desk team to enhance support capabilities.
• Communication: Effectively communicate technical information to non-technical users in a clear and concise manner. Provide regular updates to users regarding incident status, resolution progress, and preventive measures.
• Continuous Improvement: See opportunities to enhance service desk processes and procedures, giving to the ongoing improvement of service quality, efficiency, and customer satisfaction.
• Alignment to Policies and Standards: Ensure compliance with IT policies, procedures, and security standards, promoting best practices in service management.
• Adapt and implement in an environment that may occasionally be stressful when assisting clients on site and in remote locations while maintaining superb communication and customer service focus
• Provide exemplary support for onboarding of new hires, including but not limited to the imaging, software installation and deployment of hardware to new employees.
• Provide remote support as needed to have various tasks performed at home offices where travel is not possible.
• Analyze technology issues, determine root cause, and resolve in a timely manner
• Provide feedback, quality assurance and use acceptance testing for technology products and services
• Responsible for the resolution of incidents and Service requests via the ITSM Service Management System
• Ensure timely completion of required training and compliance requirements

"Travel Requirements: This position may require occasional travel based on business needs. Travel is estimated to be approximately 50%, but may vary depending on specific projects and assignments. The main purpose of travel for this role is to provide support to remote sites. The candidate must be available to travel on short notice and possess a valid Texas driver's license. Travel expenses, including transportation, accommodation, and meals, will be covered/reimbursed according to company policy. It is meaningful for the candidate to maintain a professional image while representing the company in various locations.

Minimum Qualifications: (Education, Licensure, Experience, Knowledge, Skills, and Abilities)

• Associates or bachelor's degree in MIS or Computer Science is helpful with a minimum of 3 years of support of Windows and Apple Operating Systems
• Certifications:
• A+ Certification, ITIL 4.0 Certification, Apple Certification is preferred, Microsoft Professional Certification is preferred
• As the organization evolves the technology framework, the training and certification requirements for this role will evolve to align with the technology standards.
• Three or more years working in support of desk top services
• Three or more years supporting Microsoft and Apple Operating Systems, Desktop/Laptops, and network connectivity.
• Experience with supporting and managing Apple devices via Microsoft Intune
• Knowledge, Skills, and Abilities:
• Willingness and demonstrated ability to continue to learn and implement new technologies according to technology strategy.
• Demonstrated growth mindset.
• Comprehensive understanding of multiple end-user computing environments
• Proficient in identifying, fix, solving and effectively communicating the technology challenges of the employees.
• Ability to work well under pressure.
• Excellent client facing skills and strong capacity to communicate and build trusted relationships.
• Excellent project and time management skills with the ability to lead expectations in a deadline-driven environment while balancing strategic projects with day-to-day accountabilities.
• Strong problem solving and communication skills required.
• Tenacious and able to collaborative and create productive relationships across the enterprise.

• (The physical demands and work environment characteristics described herein are representative of those that must be met by an employee to successfully perform essential functions of this position and/or may be encountered while performing essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
• While performing the essential duties of this position, an employee would frequently be
• required to stand, walk, and sit. An employee must frequently lift and/or move up to 10 pounds and may occasionally lift and/or move up to 25 pounds to perform essential position functions.
• Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate. This position may require local/regional travel up to 50 % of the time based on business needs.
• This position requires ongoing testing and upgrading multiple systems. Participate in on call rotation that will often occur after hours, overnight and/or during weekend hours (Saturday and Sunday). Federal holidays included. Arrangement Hybrid General: On average 1-2 days per week, more or less depending on business need.

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. Eligible for Cognizant's discretionary annual incentive program, based on performance and subject to the terms of Cognizant's applicable plans.

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.