Excellent Opportunity for a Level 2 Desktop Support Technician who provides technical support for hardware, software, and network-related issues escalated from Level 1 support. This role is responsible for diagnosing and resolving complex incidents, fulfilling service requests, managing IT assets, and ensuring timely resolution of technical problems in accordance with defined Service Level Agreements (SLAs). The ideal candidate combines strong troubleshooting skills with excellent customer service and the ability to work independently on moderately complex technical issues.
Key Responsibilities
Incident Management
- Serve as the escalation point for Level 1 support, handling tickets that require deeper technical investigation
- Diagnose and resolve hardware issues including desktops, laptops, printers, monitors, docking stations, and peripherals
- Troubleshoot software issues including operating systems (Windows/macOS), productivity suites (Microsoft 365, Google Workspace), and business-critical applications
- Resolve network connectivity issues at the endpoint level (Wi-Fi, VPN, LAN, DNS/IP conflicts)
- Perform root cause analysis for recurring incidents and document findings
- Prioritize and manage incident tickets based on severity, impact, and SLA requirements
- Escalate unresolved or highly complex issues to Level 3 support or specialized teams (network, server, security)
Service Request Management
- Process and fulfill service requests such as new hardware provisioning, software installations, account setup, and access changes
- Manage the full lifecycle of IT assets — imaging, deployment, configuration, and decommissioning of desktops and laptops
- Coordinate hardware/software procurement requests with vendors or internal procurement teams
- Perform user onboarding/offboarding tasks including equipment setup, account provisioning, and access de-provisioning
- Maintain and update the IT asset inventory and Configuration Management Database (CMDB)
Troubleshooting & Technical Support
- Perform advanced diagnostics using tools such as Event Viewer, Task Manager, Command Prompt/PowerShell, Terminal, and remote monitoring tools
- Troubleshoot Active Directory account issues (password resets, lockouts, group policy conflicts)
- Support imaging and deployment tools (SCCM, Intune, JAMF, or equivalent MDM platforms)
- Diagnose and resolve printer, scanner, and peripheral connectivity issues
- Support mobile device management (MDM) for company-issued smartphones and tablets
- Perform OS reinstalls, driver updates, and firmware upgrades as needed
- Troubleshoot email client issues (Outlook, Exchange, Gmail) including profile corruption and sync errors
Documentation & Reporting
- Document all incident resolutions, workarounds, and knowledge base articles for future reference
- Maintain accurate records in the ITSM ticketing system (ServiceNow, Jira Service Management, Freshservice, or similar)
- Contribute to and maintain internal knowledge base and standard operating procedures (SOPs)
- Provide regular status reports and trend analysis on recurring issues to management
Customer Service & Communication
- Deliver professional, courteous, and timely support to end users via phone, email, chat, and in-person
- Communicate technical information clearly to non-technical users
- Manage user expectations regarding timelines and resolution steps
- Follow up on open tickets to ensure customer satisfaction and closure
Compliance & Security
- Ensure all support activities comply with company IT security policies and data privacy regulations
- Apply security patches, antivirus updates, and endpoint protection configurations
- Identify and report potential security incidents (phishing, malware, unauthorized access)
- Support compliance audits by providing accurate asset and access documentation
Experience
- Good experience in a desktop support or IT service desk role
- Demonstrated experience handling Level 2 escalations and complex troubleshooting
- Experience with ITSM ticketing systems and SLA-driven environments
- Experience supporting a Windows and/or macOS enterprise environment
Technical Skills
- Strong knowledge of Windows 10/11 and/or macOS operating systems
- Proficiency with Microsoft 365 / Google Workspace administration
- Hands-on experience with Active Directory, Group Policy, and Azure AD/Entra ID
- Familiarity with remote support tools (TeamViewer, AnyDesk, Remote Desktop)
- Experience with endpoint management/imaging tools (SCCM, Intune, JAMF)
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)
- Familiarity with antivirus/endpoint protection platforms
- Basic scripting knowledge (PowerShell, Bash) a plus
Soft Skills
- Excellent verbal and written communication skills
- Strong analytical and problem-solving abilities
- Ability to manage multiple priorities in a fast-paced environment
- Customer-focused mindset with a professional demeanor
- Strong attention to detail and documentation habits
- Ability to work both independently and collaboratively within a team
关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
补充雇佣信息
薪酬信息截至本职位发布之日为准。Cognizant 保留在适用法律允许的范围内随时修改该信息的权利。
申请人可能需要通过现场面试或视频会议的方式参加面试。此外，候选人在每次面试时可能需要出示其当前所在州或政府签发的有效身份证件。
Cognizant 是一家提供平等就业机会的雇主。在招聘过程中，您的申请和候选资格不会因种族、肤色、性别、宗教、信仰、性取向、性别认同、国籍、残疾、遗传信息、怀孕、退伍军人身份或任何其他受联邦、州或地方法律保护的特征而受到影响。
