Job Summary
Serve as a technical lead for desktop support within a hybrid work model providing advanced troubleshooting guidance and governance for endpoint services across the enterprise. Apply strong expertise in desktop technologies to resolve complex incidents enhance user experience and ensure stable secure and efficient end user computing environments that support core business operations.
Responsibilities
- Lead complex desktop support activities for hybrid work environments by diagnosing and resolving advanced hardware and software issues to maintain reliable end user productivity across multiple locations and teams.
- Provide specialized remote troubleshooting for operating systems enterprise applications and peripheral devices to minimize downtime and deliver a consistent experience for colleagues working both on site and remotely.
- Coordinate closely with service desk teams by handling escalated incidents and requests ensuring timely resolution accurate documentation and clear communication back to the requesting colleague.
- Drive standardization of desktop images configuration baselines and support procedures to reduce recurring issues and to promote a stable and secure end user computing landscape.
- Implement endpoint security and compliance configurations using enterprise tools to help protect devices from threats while maintaining usability and alignment with company policies.
- Oversee software deployment and patch management activities for desktops and laptops ensuring that critical updates are tested deployed and verified in a structured and predictable manner.
- Collaborate with infrastructure network and application teams to diagnose cross domain incidents identify root causes and define durable remediation actions that prevent recurrence.
- Create and maintain detailed technical knowledge base articles and runbooks so that support teams can resolve known issues more quickly and consistently across shifts and locations.
- Analyze incident and request metrics for desktop support services identify patterns or chronic problems and recommend targeted improvements that enhance stability and user satisfaction.
- Engage proactively with business stakeholders to understand their desktop usage patterns and propose practical solutions or enhancements that improve efficiency and collaboration.
- Guide junior support analysts by sharing best practices in troubleshooting documentation and customer interaction helping to build a strong and reliable desktop support capability.
- Participate in change planning and validation for desktop related initiatives by assessing impact defining rollback plans and confirming post change health of systems in the hybrid work context.
- Contribute to business continuity readiness by validating that remote access setups endpoint configurations and local resources can support critical functions during service disruptions or site unavailability.
Qualifications
- Display proven experience in desktop support across four to eight years with strong exposure to enterprise environments that include large numbers of Windows based endpoints and standardized images.
- Demonstrate advanced proficiency in diagnosing and resolving issues related to operating systems office productivity suites collaboration tools endpoint security agents and remote access technologies.
- Exhibit familiarity with enterprise tools for remote management software distribution and endpoint monitoring to support effective administration in a hybrid work model.
- Show practical understanding of networking fundamentals such as IP addressing name resolution and basic connectivity tests in order to isolate whether incidents originate from device network or application layers.
- Apply knowledge of incident request and change management practices based on structured frameworks so that desktop support work remains predictable auditable and aligned with organizational standards.
- Communicate clearly and respectfully with colleagues at all levels translating technical findings into accessible explanations and documenting steps so that future investigations are easier and faster.
- Adapt quickly to new desktop technologies collaboration platforms and security requirements by continuously learning and integrating updated practices into daily support activities.
Certifications Required
Relevant credentials such as CompTIA A Plus Microsoft Modern Desktop Administrator Associate or equivalent enterprise desktop support certification.
About Cognizant:
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap 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, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai 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.
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.
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.
