Site Support Technician – Desktop Support
Experience: 5+ years
Location: Frederick, MD (Onsite role)
Please note, this role is not able to offer visa transfer or sponsorship now or in the future*
We are seeking a highly skilled Site Support Technician to support end-user computing environments across Windows and Mac platforms. This role is responsible for delivering high-quality desktop support, managing incidents through ServiceNow, and ensuring smooth IT operations
Required Skills:
- Windows Support
- Mac Support
- ServiceNow (Incident Management, ITSM workflows)
- SCCM (software deployment and patch management)
- Proven experience in desktop support within a corporate or enterprise environment.
- Strong understanding of ITIL-based service management processes.
- Excellent problem-solving and communication skills.
Key Responsibilities
- Manage incident lifecycle within ServiceNow, including ticket triage, prioritization, assignment, and resolution coordination.
- Provide advanced troubleshooting for Windows operating systems, resolving OS, application, and configuration issues within defined timelines.
- Support Mac environments, ensuring cross-platform compatibility and user productivity.
- Administer and optimize ServiceNow workflows, categories, and knowledge base articles to improve efficiency and user experience.
- Deliver hands-on desktop support for hardware, software, and peripheral issues across on-site and remote users.
- Analyze recurring incidents and trends to recommend preventive measures and long-term solutions.
- Collaborate with cross-functional IT teams to identify root causes, implement fixes, and communicate status updates to stakeholders.
- Develop and maintain standard operating procedures (SOPs) and escalation processes.
- Maintain accurate asset and configuration data within ServiceNow.
- Track KPIs and contribute to continuous service improvement initiatives.
- Document solutions, known errors, and workarounds in the knowledge management system.
- Ensure compliance with organizational security, patching, and access control policies.
- Coordinate with vendors and external partners for issue resolution when required.
Applications will be accepted until 6/5/2026
The annual salary for this position is between $37,804 $72,000 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 is 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 contribution
· Long-term/Short-term Disability
· Paid Parental Leave
· Employee Stock Purchase Plan
Disclaimer: The salary, 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, subject to applicable law.
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About us
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.
Additional employment information
Compensation 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.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
