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.
Sobre a Cognizant
Cognizant (NASDAQ: CTSH) é uma construtora de IA e fornecedora de serviços de tecnologia, criando a ponte entre o investimento em IA e o valor para as empresas por meio do desenvolvimento de soluções de IA completas para nossos clientes. Nossa profunda experiência em setores, processos e engenharia nos permite incorporar o contexto único de cada organização em sistemas tecnológicos que potencializam a capacidade humana, geram resultados tangíveis e mantêm empresas globais à frente em um mundo em rápida transformação. Saiba mais em cognizant.ai ou @cognizant.
A Cognizant é uma empregadora que investe em equidade. Sua candidatura não será pautada em raça, cor, gênero, sexualidade, credo, origem, deficiência, gravidez ou qualquer outra característica protegida pelas leis brasileiras.
Informações adicionais de emprego
Os candidatos podem ser obrigados a comparecer a entrevistas presenciais ou por videoconferência. Além disso, os candidatos podem ser obrigados a apresentar seu documento de identificação emitido pelo estado ou governo atual durante cada entrevista.
Embora nosso sistema permita a candidatura em todos os idiomas, o(s) idioma(s) e o(s) nível(is) de proficiência exigidos para o trabalho variam. No entanto, é necessário um nível básico de inglês para fins de comunicação em toda a empresa.
A Cognizant é uma empregadora que investe em equidade. Sua candidatura não será pautada em raça, cor, gênero, sexualidade, credo, origem, deficiência, gravidez ou qualquer outra característica protegida pelas leis brasileiras.
Se você tem uma deficiência que requer adaptações razoáveis para procurar uma vaga de emprego ou enviar uma candidatura, envie um e-mail para [email protected] com sua solicitação e informações de contato.
