Job Title: General IT Support Technician (L3)
Job Location: Onsite- Menlo Park, CA, USA.
** Please note, this role is not able to offer visa transfer or sponsorship now or in the future**
We are seeking an experienced and customer-focused General IT Support Technician (L3) to provide dedicated technical support across multiple business functions. This role serves as a key escalation point for end-user support and is responsible for delivering exceptional IT services, troubleshooting complex technical issues, managing IT assets, supporting conference room technologies, and ensuring seamless day-to-day IT operations.
The ideal candidate will possess strong technical expertise across desktop environments, mobile devices, operating systems, audiovisual technologies, and end-user networking, along with outstanding communication and customer service skills.
Salary and Other Compensation:
The base salary for this position is between $63,000 to $72,000 depending on experience and other qualifications of the successful candidate.
This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.
In this role, you will
Serve as the primary point of contact for end users seeking technical support through walk-up service desks, phone, email, chat, and remote support channels.
Diagnose, troubleshoot, and resolve hardware, software, operating system, mobile device, and application-related issues, ensuring timely restoration of services.
Deliver exceptional customer service by providing clear technical guidance, communicating issue status updates, and ensuring a positive end-user support experience.
Perform advanced desktop and mobility support for Windows, macOS, Linux, iOS, Android devices, and Mobile Device Management (MDM) solutions.
Accurately document incidents, service requests, troubleshooting activities, and resolutions within IT ticketing and service management systems.
Manage IT asset lifecycle activities including equipment deployment, workstation setup, inventory tracking, shipping/receiving, storage management, and asset recovery processes.
Maintain IT operational logistics by overseeing inventory levels, stocking and auditing storage areas, and supporting IT vending machine management and replenishment.
Provide Level 1 Audio Visual (AV) and video conferencing support by troubleshooting meeting room technologies, supporting events, and ensuring conference spaces remain operational and ready for use.
Troubleshoot wired and wireless network connectivity issues using standard network diagnostic tools and apply a solid understanding of enterprise network infrastructure concepts.
Act as the local escalation point for Level 1 and Level 2 support teams, collaborating with regional IT teams and cross-functional stakeholders to resolve complex technical issues and drive continuous service improvement.
What you’ll need to succeed (required skills)
Bachelor's degree in Information Technology, Computer Science, or a related field preferred; equivalent experience will be considered.
5-7 years of hands-on experience in IT support, desktop support, help desk, or end-user computing environments.
Proven experience supporting enterprise-scale end-user computing environments.
Strong troubleshooting experience across hardware, software, operating systems, and peripherals.
Experience supporting Windows, macOS, Linux, iOS, and Android platforms.
Experience with Mobile Device Management (MDM) solutions.
Knowledge of ITSM processes and ticketing systems such as ServiceNow, Remedy, Jira Service Management, or equivalent.
Experience with IT inventory and asset management practices.
Working knowledge of networking fundamentals including TCP/IP, DNS, DHCP, VPN, and wireless connectivity.
Excellent verbal and written communication skills.
Strong customer service orientation with the ability to work effectively with employees at all organizational levels.
Ability to manage multiple priorities and work independently in a fast-paced environment.
Preferred Qualifications
Experience supporting large enterprise environments.
Exposure to collaboration tools such as Microsoft Teams, Zoom, Cisco Webex, and Google Meet.
Familiarity with ITIL processes and best practices.
Experience supporting executive users and business-critical environments.
Relevant certifications such as:
CompTIA A+
CompTIA Network+
ITIL Foundation
Microsoft Modern Desktop Administrator
Apple Device Support Certification
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 Menlo Park, CA, 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.
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.
