What are the responsibilities and job description for the Desktop support technician (Onsite) position at Cognizant?
Practice - CIS - Cloud, Infrastructure, and Security Services
About Cloud Infrastructure & Security Services: Cognizant’s Cloud, Infrastructure, and Security Services Practice (CIS), is all about embracing digital transformation by driving core modernization holistically across layers. We help customers transform infrastructure and workplace to meet the rapidly evolving needs of the digital era. Our holistic approach delivers key results for our customers by achieving cloud driven modernization and workplace and operational transformation to run the business in a secure environment.
*Please note, this role is not able to offer visa transfer or sponsorship now or in the future*
Role: Desktop Support Technician
Location: Los Lunas, New Mexico
Job Summary
· Serve as the first point of contact for customers seeking technical assistance in person at walkup support locations over the phone remote connection software chat and email
· Flexible able to multitask and prioritize reported issues
· Provide a high level of customer service to users seeking problem resolution
· Perform remote troubleshooting through diagnostic techniques and pertinent questions
· Determine the best solution based on the issue and details provided by customer
Responsibilities
· Serve as the first point of contact for customers seeking technical assistance in person at walkup support locations over the phone remote connection software chat and email
· Flexible able to multitask and prioritize reported issues
· Provide a high level of customer service to users seeking problem resolution
· Perform remote troubleshooting through diagnostic techniques and pertinent questions
· Determine the best solution based on the issue and details provided by customers
· Walk the customer through the problem-solving process
· Direct unresolved issues to the next level of support personnel
· Provide accurate information on IT products or services
· Record events and problems and their resolution in internal ticketing systems
· Follow-up and update customer status and information
· Pass on any feedback or suggestions by customers to the appropriate internal team
· Logistics responsibilities include providing overall management in daily administration asset distribution/ setup and shipping/ receiving. Inventory of storage spaces stocking and maintenance of IT vending machines.
· Level 1 video conferencing support including troubleshooting of video conferencing equipment and inspection of video conferencing spaces and technical support of event spaces and events.
· Proficient in end-user network troubleshooting tools and practices
Applications will be accepted until 24 March,2025.
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
