Job Summary
This role is for a technical lead in desktop support who will guide complex incident resolution optimize support processes and ensure stable and secure workstation environments in a hybrid work model. The role focuses on advanced troubleshooting stakeholder collaboration and continuous service improvement for day shift operations.
Responsibilities
- Lead daily desktop support operations by managing complex incidents and requests to maintain stable and secure end user computing environments for hybrid teams
- Provide advanced troubleshooting for operating systems productivity applications and endpoint hardware to restore user productivity with minimal disruption
- Coordinate remote assistance sessions using approved enterprise tools to resolve desktop issues efficiently for onsite and remote personnel
- Implement standard operating procedures for incident handling request fulfillment and problem management to ensure consistent service delivery quality
- Review recurring incident trends and drive corrective actions such as patching configuration adjustments or user guidance to reduce repeat issues
- Collaborate with infrastructure and application teams to analyze root causes and recommend technical improvements that enhance desktop reliability and performance
- Document detailed knowledge articles runbooks and troubleshooting guides to support faster resolution by the wider support team and future reference use
- Monitor endpoint health antivirus status and patch compliance using enterprise management platforms to maintain a secure and compliant desktop landscape
- Coordinate new device setup image deployment software installation and user profile configuration to support smooth onboarding and role transitions
- Communicate clearly with stakeholders on incident status impact and resolution steps to maintain transparency and set realistic expectations for service restoration
- Participate in service improvement initiatives that enhance user experience reduce downtime and support the organizations mission of enabling productive and inclusive work environments
- Guide adherence to corporate security policies data protection practices and acceptable use guidelines within desktop support activities to safeguard organizational information
- Partner with business teams to understand evolving desktop needs and propose practical solutions that improve productivity and support broader societal impact through reliable technology access
Qualifications
- Possess professional experience in desktop support with four to eight years of hands on work on operating systems endpoint hardware and enterprise applications in a corporate setting
- Demonstrate proficiency with remote support tools and ticketing platforms to manage incidents end to end while keeping users informed and satisfied
- Show practical knowledge of endpoint management suites including software distribution patch management and asset tracking to support scalable operations
- Apply strong analytical and problem solving abilities to diagnose complex issues and design sustainable fixes that reduce recurrence and support long term stability
- Exhibit clear written and verbal communication skills to document procedures explain technical issues in simple terms and collaborate effectively with diverse stakeholders
- Display awareness of information security principles including access control malware prevention encryption concepts and secure configuration practices for desktop environments
- Bring familiarity with collaboration tools office productivity suites and communication platforms commonly used in modern hybrid workplaces to ensure seamless user support
Certifications Required
CompTIA A plus or Microsoft Modern Desktop Administrator Associate or equivalent endpoint support certification
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。
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