What are the responsibilities and job description for the Field service engineer - Desktop Support position at Cognizant?
Job Title: Field service engineer - Desktop Support
Job Location: Onsite- Portland, Oregon
The role involves providing end-user and infrastructure support, including break/fix services, deployments, and troubleshooting across a wide range of devices such as desktops, laptops, rugged factory systems, printers, handheld scanners, and conference room A/V equipment.
The ideal candidate will have strong expertise in Windows environments, ITSM-driven support processes, and endpoint management tools, with the ability to quickly diagnose and resolve technical issues.
In this role, you will
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.
Job Location: Onsite- Portland, Oregon
- Please note, this role is not able to offer visa transfer or sponsorship now or in the future**
The role involves providing end-user and infrastructure support, including break/fix services, deployments, and troubleshooting across a wide range of devices such as desktops, laptops, rugged factory systems, printers, handheld scanners, and conference room A/V equipment.
The ideal candidate will have strong expertise in Windows environments, ITSM-driven support processes, and endpoint management tools, with the ability to quickly diagnose and resolve technical issues.
In this role, you will
- Provide onsite technical support (break/fix, deployments, escalations) for laptops, desktops, rugged factory devices, printers (HP/Lexmark), handheld scanners, and A/V systems.
- Monitor and manage ticket queues using ITSM tools, ensuring incidents and service requests are handled within defined SLAs.
- Perform incident management and root cause analysis (RCA) for critical issues, driving long-term resolution and prevention.
- Install, configure, and maintain end-user systems and peripherals in both office and factory environments.
- Create, update, and maintain SOPs, runbooks, and knowledge base documentation.
- Utilize endpoint management and monitoring tools such as SCCM, IT Shop, and Nexthink to enhance support efficiency and visibility.
- Perform Windows OS troubleshooting and basic network diagnostics to restore services quickly.
- Support IT asset lifecycle activities, including provisioning, deployment, and decommissioning.
- 4–7 years of hands-on experience in desktop support / field services environment.
- Strong expertise in Windows 10/11 support, including OS troubleshooting and system configuration.
- Experience supporting laptop/desktop hardware, printers, and peripheral devices.
- Hands-on experience with ITSM tools for incident and request management.
- Proficiency in endpoint management tools such as SCCM, IT Shop, and/or Nexthink.
- Basic knowledge of network troubleshooting (Wi-Fi, connectivity, LAN issues).
- Experience working in onsite environments, including factory or industrial setups.
- Strong problem-solving skills and ability to handle high-priority incidents under pressure.
- Experience supporting A/V systems and conferencing technologies (e.g., Cisco VC devices, telephony systems).
- Exposure to industrial/plant IT environments and ruggedized devices.
- Knowledge of ITIL processes and best practices.
- Familiarity with HP and Lexmark printer environments.
- Strong documentation and knowledge management skills.
- 100% onsite role supporting both office and factory users.
- Requires mobility within client premises for device support and troubleshooting.
- 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
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.