Job Summary
Serve as a technical lead in desktop support providing expert guidance on incident resolution problem analysis and service enhancements for a hybrid workforce. Collaborate with cross functional teams to ensure stable secure and efficient end user computing environments. Apply strong troubleshooting skills to reduce downtime and improve colleague productivity while aligning with enterprise standards and compliance policies.
Responsibilities
- Lead end user incident resolution for desktop laptop and peripheral issues to minimize downtime and sustain high levels of colleague productivity in a hybrid work environment.
- Provide advanced troubleshooting for operating systems standard office suites collaboration tools and approved business applications to quickly restore normal service.
- Oversee remote support activities using approved remote assistance tools to diagnose and correct issues for colleagues working from multiple locations.
- Coordinate with infrastructure network and application teams to resolve complex cross domain problems that impact end user devices and services.
- Document resolution steps and recurring issues in the knowledge base to enable faster future incident handling and consistent service quality.
- Implement standard images configuration baselines and patch deployments for desktops and laptops to maintain security and compliance while reducing configuration drift.
- Monitor incident tickets queues and service metrics to identify trends and prioritize improvements that enhance service levels and user satisfaction.
- Guide junior support analysts by sharing technical insights and recommended approaches that improve first contact resolution and technical depth within the team.
- Collaborate with procurement and asset management teams to support device lifecycle activities including onboarding refresh and decommissioning of hardware assets.
- Perform root cause analysis for high impact or recurring incidents and propose corrective actions that prevent reoccurrence and strengthen platform stability.
- Coordinate testing and validation of new desktop releases security agents or productivity tools before broad rollout to ensure compatibility and user readiness.
- Engage with business stakeholders to understand changing requirements and translate them into practical desktop configurations and support procedures.
- Ensure adherence to enterprise security standards by validating endpoint protection configurations encryption status and secure configuration of local services.
Qualifications
- Possess hands on experience in desktop support across at least four years including installation configuration and maintenance of end user devices in structured environments.
- Demonstrate strong knowledge of widely used desktop operating systems office productivity suites collaboration platforms and endpoint protection tools.
- Exhibit proficiency with remote support utilities ticketing platforms and monitoring tools used to deliver timely assistance in a hybrid operating model.
- Apply fundamental understanding of network basics such as addressing name resolution and connectivity checks to support end user troubleshooting.
- Show familiarity with domain based environments including user profiles group policies and access permissions to resolve account and device access issues.
- Communicate clearly and empathetically with colleagues at all levels to gather accurate issue details explain technical findings and promote user confidence.
- Display analytical thinking and structured problem solving capabilities that enable efficient diagnosis of symptoms and implementation of durable fixes.
- Maintain an organized and methodical approach to ticket management documentation and follow up to ensure closure quality and traceability.
Certifications Required
Preferred certifications include CompTIA A plus or Microsoft Certified Modern Desktop Administrator Associate or equivalent vendor credentials.
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。
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