What are the responsibilities and job description for the End User Computing FIeld Services Tech position at Cognizant?
Cognizant is seeking an End User Computing Field Services Engineer for a full-time opportunity in Pittsburgh, PA. The EUC Engineer will deliver high-quality on-site IT Services by ensuring timely issue resolution, proactive maintenance, and adherence to IT best practices; enhance user satisfaction and operational excellence across the organization. Qualified applicants must have valid US work authorization. Please note, this role is not able to offer visa transfer or sponsorship now or in the future*
Responsibilities
Responsibilities
- Provide IT support across a wide range of client activities.
- Maintain end-user computing equipment, primarily Windows-based systems, with some Linux machines.
- Manage the ServiceNow ticket queue by reviewing open tickets and following approved ticket workflows.
- Prioritize tasks effectively based on SLAs, call volumes, site criticality, and customer requirements.
- Support the full lifecycle of end-user devices, including imaging, deployment, inventory tracking, and disposal.
- Deliver ‘White Glove’ service to users, even in high-pressure situations.
- Work effectively in a project-based environment that requires flexibility and strong teamwork.
- Perform other duties as assigned by the End-User Computing (EUC) Manager.
- Strong understanding of deskside support, IT service delivery and project work within End-User Computing (EUC) or Field Support Operations (FSO) environments.
- Proficient in Windows 11, Microsoft Office 365, and endpoint management tools (e.g., Microsoft Intune, Active Directory); Linux knowledge is also required.
- Strong attention to detail and organizational skills, essential for maintaining accurate laptop inventory.
- Ability to provide consistent, high-quality customer support across a diverse user base, including various personality types and management levels (e.g. C-suite executives).
- Experience providing IT support to manufacturing sites (factories) is desirable.
- Ability to troubleshoot printers, webcams, speakers, docking stations, drivers, firmware, and more.
- Basic to intermediate troubleshooting skills with Linux systems.
- Experience supporting audio/visual (A/V) equipment in conference room environments.
- Strong problem-solving skills including root cause analysis (RCA).