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Desktop Support Engineer

00069712211

Excellent Opportunity for a Level 2 Desktop Support Technician who provides technical support for hardware, software, and network-related issues escalated from Level 1 support. This role is responsible for diagnosing and resolving complex incidents, fulfilling service requests, managing IT assets, and ensuring timely resolution of technical problems in accordance with defined Service Level Agreements (SLAs). The ideal candidate combines strong troubleshooting skills with excellent customer service and the ability to work independently on moderately complex technical issues.

Key Responsibilities

Incident Management

  • Serve as the escalation point for Level 1 support, handling tickets that require deeper technical investigation
  • Diagnose and resolve hardware issues including desktops, laptops, printers, monitors, docking stations, and peripherals
  • Troubleshoot software issues including operating systems (Windows/macOS), productivity suites (Microsoft 365, Google Workspace), and business-critical applications
  • Resolve network connectivity issues at the endpoint level (Wi-Fi, VPN, LAN, DNS/IP conflicts)
  • Perform root cause analysis for recurring incidents and document findings
  • Prioritize and manage incident tickets based on severity, impact, and SLA requirements
  • Escalate unresolved or highly complex issues to Level 3 support or specialized teams (network, server, security)

Service Request Management

  • Process and fulfill service requests such as new hardware provisioning, software installations, account setup, and access changes
  • Manage the full lifecycle of IT assets — imaging, deployment, configuration, and decommissioning of desktops and laptops
  • Coordinate hardware/software procurement requests with vendors or internal procurement teams
  • Perform user onboarding/offboarding tasks including equipment setup, account provisioning, and access de-provisioning
  • Maintain and update the IT asset inventory and Configuration Management Database (CMDB)

Troubleshooting & Technical Support

  • Perform advanced diagnostics using tools such as Event Viewer, Task Manager, Command Prompt/PowerShell, Terminal, and remote monitoring tools
  • Troubleshoot Active Directory account issues (password resets, lockouts, group policy conflicts)
  • Support imaging and deployment tools (SCCM, Intune, JAMF, or equivalent MDM platforms)
  • Diagnose and resolve printer, scanner, and peripheral connectivity issues
  • Support mobile device management (MDM) for company-issued smartphones and tablets
  • Perform OS reinstalls, driver updates, and firmware upgrades as needed
  • Troubleshoot email client issues (Outlook, Exchange, Gmail) including profile corruption and sync errors

Documentation & Reporting

  • Document all incident resolutions, workarounds, and knowledge base articles for future reference
  • Maintain accurate records in the ITSM ticketing system (ServiceNow, Jira Service Management, Freshservice, or similar)
  • Contribute to and maintain internal knowledge base and standard operating procedures (SOPs)
  • Provide regular status reports and trend analysis on recurring issues to management

Customer Service & Communication

  • Deliver professional, courteous, and timely support to end users via phone, email, chat, and in-person
  • Communicate technical information clearly to non-technical users
  • Manage user expectations regarding timelines and resolution steps
  • Follow up on open tickets to ensure customer satisfaction and closure

Compliance & Security

  • Ensure all support activities comply with company IT security policies and data privacy regulations
  • Apply security patches, antivirus updates, and endpoint protection configurations
  • Identify and report potential security incidents (phishing, malware, unauthorized access)
  • Support compliance audits by providing accurate asset and access documentation

Experience

  • Good experience in a desktop support or IT service desk role
  • Demonstrated experience handling Level 2 escalations and complex troubleshooting
  • Experience with ITSM ticketing systems and SLA-driven environments
  • Experience supporting a Windows and/or macOS enterprise environment

Technical Skills

  • Strong knowledge of Windows 10/11 and/or macOS operating systems
  • Proficiency with Microsoft 365 / Google Workspace administration
  • Hands-on experience with Active Directory, Group Policy, and Azure AD/Entra ID
  • Familiarity with remote support tools (TeamViewer, AnyDesk, Remote Desktop)
  • Experience with endpoint management/imaging tools (SCCM, Intune, JAMF)
  • Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)
  • Familiarity with antivirus/endpoint protection platforms
  • Basic scripting knowledge (PowerShell, Bash) a plus

Soft Skills

  • Excellent verbal and written communication skills
  • Strong analytical and problem-solving abilities
  • Ability to manage multiple priorities in a fast-paced environment
  • Customer-focused mindset with a professional demeanor
  • Strong attention to detail and documentation habits
  • Ability to work both independently and collaboratively within a team


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.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.

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.

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.

Benefits that help you thrive and grow

Our benefits program is built with you in mind—so you can enjoy a fulfilling, balanced and healthy life.

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Financial wellbeing

We regularly review market data to ensure compensation reflects the value you bring. Your benefits extend beyond pay and may include retirement plans, financial education, etc.

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Physical and mental health

We empower you to prioritize your wellbeing through paid time off, flexible working where possible, healthcare plans, counselling, our Mental Health Allyship program and more. 

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Your career, your way

With 350,000+ roles at Cognizant, you’ll have opportunities explore new technologies, industries and locations—and build the skills you need to grow your career.

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Real-world impact

Think about the biggest brands you rely on. Chances are, they rely on us to help strengthen their business. Here, you’ll turn bold ideas into solutions that improve lives everywhere.

Your path to Cognizant

Here’s what you can expect from our hiring process. Please keep in mind that it may vary by role and location. Explore our FAQs to learn more.

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Step 1: Apply to the right opportunity

Find an open role that matches your skills and career goals and show us why you’re the person for the job. Don’t see the right opportunity? Consider joining our Talent Community.

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Step 2: Connect with your recruiter

If one of our recruiters sees a fit, they’ll set up a short intro call to learn more about you and how your experiences and skills match the role.

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Step 3: Show off your skills

If you and our team would like to continue the process, you’ll interview with our hiring team. Some roles may also require technical assessments and/or client interviews.

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Step 4: Decision time

Our team will then review each candidates’ potential to succeed in the role. This step may take some time because we want to find the right fit for both you and us—but you can count on us to keep you updated.

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When I first joined, I was quiet and hesitant to share my thoughts. The leadership programs and the mentoring I’ve received have helped me find my voice and grow as a leader.
Sujatha Gopalakrishnan Portfolio Delivery Lead
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The entrepreneurial mindset here is infectious. When you take initiative, you get support. What matters the most is showing up and trying.
Senthil Manoj Kumar Functional Architect
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My journey has run parallel to Cognizant’s. When I joined, we were a $1B company with 20,000 people. Today we’re at $20B with 350,000 people. And yet the same sense of belonging has grown stronger.
Vidhya Ganesh AVP of Delivery Excellence
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Cognizant has one of the best learning ecosystems you can ask for. From sponsored certifications to training platforms to mentorship, we have all that we need to grow.
Debashish Mishra SAP MM Developer

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