Deskside Support Level 2 (Onsite)

Practice - CIS - Cloud, Infrastructure, and Security Services

About Cloud Infrastructure & Security Services: 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 be responsible for the business in a secure environment.

*Please note, this role is not able to offer visa transfer or sponsorship now or in the future*

Job Tittle: Deskside Support L2

Work Location: Dallas, TX

Job Summary

We are seeking a Technical Lead with 2 to 4 years of experience to join our dynamic team. The ideal candidate will have expertise in IT Service Management Incident Management and End User Tools such as Nexthink. Proficiency in Macintosh OS X Laptop Support Service Now Windows Networking and Remote Desktop Support is essential. The role involves working in a hybrid model with rotational shifts focusing on Field Service and Operations Management.

Responsibilities

• Lead the IT Service Management processes to ensure efficient and effective service delivery.
• Oversee Incident Management to promptly address and resolve technical issues.
• Provide expert support for End User Tools including Nexthink to enhance user experience.
• Manage Macintosh OS X Laptop Support to ensure seamless operation for end users.
• Utilize Service Now for tracking and managing IT service requests and incidents.
• Ensure Windows systems are maintained and updated for optimal performance.
• Implement and manage networking solutions to support business operations.
• Deliver remote desktop support to resolve technical issues for end users.
• Collaborate with Field Service and Operations Management teams to streamline processes.
• Conduct regular system audits to identify and address potential issues.
• Develop and maintain documentation for IT processes and procedures.
• Train and mentor junior team members to build a strong technical support team.
• Monitor and report on key performance indicators to drive continuous improvement.

Qualifications

• Possess strong expertise in IT Service Management and Incident Management.
• Demonstrate proficiency in End User Tools particularly Nexthink.
• Have hands-on experience with Macintosh OS X Laptop Support.
• Be skilled in using Service Now for IT service management.
• Show proficiency in Windows systems and networking solutions.
• Exhibit strong capabilities in remote desktop support.
• Have a solid understanding of Field Service and Operations Management.
• Display excellent problem-solving and analytical skills.
• Possess strong communication and interpersonal skills.
• Be able to work effectively in a hybrid model with rotational shifts.
• Show commitment to continuous learning and professional development.
• Demonstrate the ability to work independently and as part of a team.
• Be detail-oriented with strong organizational skills.
  
  

Certifications Required

ITIL Foundation Certification Service Now Certification CompTIA Network+ Certification

Salary and Other Compensation

Applications will be accepted until 11/13/2024.

The annual salary for this position is between $37,804 to $74,500 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, 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.

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