Desktop Support Technician

Cognizant is seeking a Desktop Support/Field Services Technician for a full-time opportunity in Detroit, MI.

We are seeking a Field Services engineer with 3 to 5 years of onsite desktop support experience across office and factory environments. The role covers break/fix and deployment support for laptops/desktops, rugged factory laptops, printers, handheld scanners, and conference room A/V devices. The technician will execute incidents/requests via ITSM processes, leverage tools like IT Shop, SCCM, Nexthink for endpoint visibility, and apply strong Windows plus basic networking troubleshooting to restore services quickly

Key Responsibilities

• 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.
• Monitor ticket queues and assign tickets through ITSM tools;
• Perform incident management, RCA for major incidents, and drive issue prevention.
• Create and maintain SOPs, runbooks, and knowledge articles.
• Utilize tools such as SCCM, IT Shop, and Nexthink for endpoint visibility and support efficiency.
• Apply strong Windows troubleshooting skills and basic network diagnostics to restore services quickly.
  
  

Qualifications

Qualifications:

• 3 to 5 years of Desktop Support or Field Services experience. Must have experience with Windows 11 Support, laptop/desktop hardware troubleshooting and printer support.
• 2 plus years of experience with audio visual devices support including Cisco VC . telephony.
• 2 plus years of experience with troubleshooting Network/wifi issues