Job Title: Tech Lead – Field Services & Desktop Support
Job Location: Onsite- Portland, Oregon
** Please note, this role is not able to offer visa transfer or sponsorship now or in the future**
We are seeking a Lead – Field Services & Desktop Support with 6–9 years of experience in delivering fully onsite desktop support across both office and industrial (factory) environments.
This is a hands-on leadership role, requiring daily onsite presence at the customer location. The individual will actively perform field support while overseeing desktop operations, ensuring service excellence, operational efficiency, and end-user satisfaction.
In this role, you will
Provide hands-on onsite support (break/fix, deployments, escalations) for laptops, desktops, rugged factory devices, printers (HP/Lexmark), handheld scanners, and conference room A/V systems.
Act as the primary point of accountability for all desktop support services at the site.
Monitor, prioritize, and assign tickets using ITSM tools, ensuring SLA adherence and efficient queue management.
Lead incident management, perform root cause analysis (RCA) for major incidents, and drive proactive issue prevention.
Develop and maintain SOPs, knowledge base articles, and operational runbooks.
Utilize enterprise tools such as SCCM, IT Shop, and Nexthink to enhance endpoint visibility and service delivery.
Apply advanced Windows troubleshooting and perform basic network diagnostics to restore services promptly.
Coordinate with cross-functional teams and stakeholders to ensure seamless service operations and continuous improvement.
What you’ll need to succeed (required skills)
6–9 years of experience in Desktop Support / Field Services in enterprise environments
Strong expertise in:
Windows 10/11 troubleshooting and support
Laptop/Desktop hardware diagnostics and repair
Printer support (HP, Lexmark)
Hands-on experience with A/V systems and conferencing technologies (e.g., Cisco VC, telephony)
Working knowledge of network troubleshooting (LAN/Wi-Fi issues)
Experience with ITSM tools and incident & problem management processes
Exposure to tools such as SCCM, Nexthink, IT Shop
Proven experience in leading onsite operations or acting as a site lead/technical lead
Preferred Skills
Experience supporting factory or industrial environments including rugged devices
Strong documentation and process improvement skills
Ability to manage escalations and stakeholder communication effectively
Familiarity with ITIL practices
Work Environment
100% Onsite role (Work from Office)
Daily presence required at the customer location
Ability to support both corporate office users and factory floor users
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 contributions
Long-term/Short-term Disability
Paid Parental Leave
Employee Stock Purchase Plan
Work model:
At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance though our various wellbeing programs. Based on this role’s business requirements, this is an onsite role requiring 5 days a week at client site in Portland, Oregon, USA.
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.
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.
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.
“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.
What we offer
- The chance to work with impact. Here, you’re empowered to bring your biggest thinking to help our company and clients improve everyday life.
- Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
- The opportunity to thrive on a high caliber team with heart. We celebrate each other’s experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
- A comprehensive total rewards package, including a competitive salary and a pension plan with matching contributions.
- Flexible health and financial benefits to support you and your eligible dependents—from day one.
- True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.
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.
Other employment-related information
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, provincial or local laws.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.
