Deskside Support

Job Summary:

We are seeking a seasoned IT professional with 10 to 13 years of experience in Field Services and Deskside Support to join our infrastructure operations team. The ideal candidate will be responsible for ensuring seamless end-user support, managing hardware/software incidents and driving operational excellence across service delivery touchpoints. This role demands a proactive mindset, strong technical acumen and excellent stakeholder management skills.

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In this role, you will:

• Provide deskside and field support for hardware software and peripheral devices including laptops, desktops, printers and mobile devices.
• Handle IMACD activities and VIP support across designated locations.
• Troubleshoot and resolve incidents escalated from L1 L2 support teams ensuring minimal downtime and high user satisfaction.
• Manage asset lifecycle including provisioning tracking and disposal in coordination with asset management teams.
• Support video conferencing setups training room equipment and specialized devices (Mac Android etc.).
• Collaborate with service desk and remote support teams to ensure end-to-end resolution of technical issues.
• Maintain documentation of service activities SOPs and knowledge base articles.
• Participate in governance audits site readiness checks and preventive maintenance schedules.
• Ensure compliance with ITIL processes and organizational security standards.
• Oversee the Change LifeCycle Management process to ensure smooth transitions and minimal disruptions in service delivery.
• Manage IT Service Management tasks to maintain high standards of service quality and efficiency.
• Handle Incident Management with precision to quickly resolve issues and minimize downtime.
• Provide expert support for end-user tools including Nexthink to enhance user experience and productivity.
• Support Macintosh OS X laptops ensuring optimal performance and user satisfaction.
• Utilize Service Now for efficient tracking and management of service requests and incidents.
• Ensure Windows systems are maintained and updated to meet organizational standards.
• Oversee networking operations to ensure reliable and secure connectivity across the organization.
• Deliver remote desktop support to ensure seamless operations in a hybrid work model.
• Collaborate with cross-functional teams to implement best practices and improve service delivery.
• Monitor system performance and implement improvements to enhance operational efficiency.
• Develop and maintain documentation for processes and procedures to ensure consistency and compliance.
• Provide training and guidance to team members to foster skill development and knowledge sharing.

In this role, you need:

• Possess strong expertise in Change LifeCycle Management and IT Service Management.
• Demonstrate proficiency in Incident Management and end-user tools like Nexthink.
• Have experience supporting Macintosh OS X laptops and using Service Now.
• Show proficiency in Windows systems and networking operations.
• Exhibit strong problem-solving skills and the ability to work in a hybrid remote work model.
• Display excellent communication skills to effectively collaborate with team members and stakeholders.

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 a Onsite position requiring 5 days a week in a client office in Scottsdale, AZ.

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.

Salary and Other Compensation:

Applications will be accepted until November 26, 2025

The annual salary for this position is between $63,500 to $74,500 depending on the 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.

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

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.

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