About the role
As a Tech Lead - Desktop Support (Field Services), you will make an impact by helping keep onsite technology running smoothly across office and factory environments where reliable support is critical to daily operations. In this hands-on lead role, you will support end users directly, guide day-to-day desktop support activity, prioritize tickets and escalations, and help restore services quickly when issues arise. Your work will improve the end-user experience, reduce repeat incidents, strengthen onsite support processes, and help maintain business continuity for both office and shop floor teams. You will be a valued member of the Cloud Infrastructure and Security team and work collaboratively with the Manager.
In this role, you will:
• Provide hands-on onsite support for laptops, desktops, rugged factory devices, printers, handheld scanners, conference room audio-visual systems, and related field services equipment.
• Serve as the primary point of accountability for desktop support at the site across office and factory environments.
• Monitor, prioritize, and assign incidents and service requests through ITSM tools while supporting SLA expectations and timely resolution.
• Troubleshoot Windows 11, laptop and desktop hardware, printer, basic network connectivity, Wi-Fi, telephony, and audio-visual device issues.
• Use tools such as SCCM, IT Shop, and Nexthink to support endpoint visibility, device diagnostics, software support, and issue resolution.
• Support incident management, root cause analysis for major or recurring incidents, SOPs, runbooks, knowledge articles, and issue prevention.
Work model
At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance through our various wellbeing programs. Based on this role’s business requirements, this is an onsite position requiring 5 days a week in a client or Cognizant office in Charlotte, NC.
The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.
What you need to have to be considered:
• 5+ years of experience in onsite desktop support, field services, end-user computing, or workplace technology support.
• Strong Windows 11 support experience, including laptop and desktop troubleshooting, hardware diagnostics, printer support, break/fix, device deployments, and onsite escalations.
• Experience supporting rugged factory devices, handheld scanners, HP and Lexmark printers, conference room audio-visual systems, Cisco video conferencing equipment, and telephony.
• Basic network and Wi-Fi troubleshooting experience, including connectivity diagnostics, device access issues, and escalation support.
• Experience using ITSM tools to monitor queues, assign and prioritize work, manage escalations, and support incident and request resolution.
• Experience in a lead or senior onsite support capacity, including queue coordination, work assignment, reporting, and serving as the primary point of contact for a customer site.
• Experience with incident management, root cause analysis, and support documentation including SOPs, runbooks, and knowledge articles, as well as endpoint tools such as SCCM, IT Shop, or Nexthink.
These will help you stand out:
• Experience supporting factory, shop floor, warehouse, or production environments where device uptime is critical.
• Ability to remain hands-on while coordinating desktop support activities, escalations, priorities, documentation, reporting, and cross-functional support.
• Strong communication and coordination skills, with the ability to support both technical and non-technical users and collaborate effectively with cross-functional IT teams.
We’re excited to meet people who share our mission and can make an impact in a variety of ways. Don’t hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.
Please note, this role is not able to offer visa transfer or sponsorship now or in the future.
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。
