We are looking for Deskside Support / EUC
for an immediate need. This is a client-facing role & the candidate will have regular interactions with various client managers. Minimum Education: High School Responsibilities:
Provide L2 technical assistance and support, and resolve problems related to the use of computer hardware and software for end users.
Analyze, resolve, respond to, and document end user inquiries
Install desktop/Laptop software using approved tools
Troubleshoot operating system
Troubleshoot connection issues with LAN/WAN
Update tickets with accurate and timely records of work performed, and resolution detail
Maintain and contribute to a knowledge base
Coordinate hardware warranty repair
Escalate to 3rd party vendors when necessary
Responsible for raising and coordinating problem management issues
Perform additional tasks (end user/infra related) when required
Participate in projects and Strong understanding and skills in SLA, KPI Management Experience / Knowledge:
Minimum 2-3 years of experience providing IT support services required, end user support experience preferred
Experience in factory/manufacturing environment desirable
Experienced in Active Directory user administration, OS imaging processes, ticketing, SW installation and imaging tools, automated help desk systems, troubleshooting in the Windows desktop environment (networking, OS, Microsoft Office suite, PC hardware, printers), network and local printer installation
Basic understanding of SCCM client troubleshooting
Knowledge of TCP/IP, Windows Security (Share and NTFS permissions).
Extensive knowledge Windows OS and related configuration.
Basic knowledge of Servers, Switches, Routers, and Data Center related HW
Basic knowledge of Backup technologies
Ability to work in a team-oriented multi tower and vendor environments.
Ability to multitask and prioritize work, and
Ability to adapt to new processes and procedures
Ability to work in a fast paced environment.
Ability to handle and safeguard confidential information
Excellent oral and written communication skills
Ability to deliver services on time, demonstrate strong customer service skills, and achieve a high degree of end user satisfaction
Ability to convey technical issues and material to non-technical end users and managers
Diploma or degree in IT preferred
ITIL and/or any other additional certification preferred
Must be able to lift 50 lbs.
Must be able to lift equipment for ‘rack and stack' services (server, router, switch, UPS devices, etc.)
Must be able to assist with team lifts of up to 90 lbs.
Ability to walk long distances within warehouses or manufacturing facilities
Will often work in dirty, dusty, hot or cold (beyond average room temperature) environments
Ability to climb stairs, ladders and/or use scissor lifts and safety harnesses
Some services may require periods on hand and knees to install equipment (under desks, inside small spaces, etc.)
***Cognizant is recognized as a Military Friendly Employer and is a coalition member of the Veteran Jobs Mission. Our Cognizant Veterans Network assists Veterans in building and growing a career at Cognizant that allows them to leverage the leadership, loyalty, integrity, and commitment to excellence instilled in them through participation in military service.
**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.