Lead IT Support Analyst (onsite)

Travel required: Yes

Technicians are expected to travel between 50 to 200 Miles on occasion to cover nearby sites.

ROLE PROFILE

Job Description/ Responsibilities

• Leads as the next escalation contact for IT support technicians, directs as the POC/SME, and assists in the training and mentoring of the IT Support staff to provide ongoing, quality technical support according to established company guidelines and standard operating procedures.
• Assists in maintaining IT staff schedules to ensure appropriate coverage.
• Provides informal performance feedback to Field Services leads, manager on an ongoing basis of IT techs.
• Delegation of assignments to the appropriate Field services team members
• Lead continuous improvement in the area of field services
• Responsible for the implementation of IT Support project (New business or IT related initiatives to activities).
• Deliver hands-on IT support for end-user hardware (desktops, laptops, printers, mobile devices), with a focus on clinical and warehouse environments.
• Travel to remote clinic locations to install, maintain, and troubleshoot IT systems and ensure minimal downtime.
• Install and maintain clinical peripherals (e.g., medical printers, barcode scanners, label printers) and ensure compliance with healthcare IT standards.
• Troubleshoot hardware, software, and basic network issues; escalate complex incidents as needed.
• Support audiovisual equipment, telemedicine tools, and video conferencing setups in clinics and office environments.
• Maintain accurate documentation for service tickets, site visits, hardware inventory, and software licenses.
• Collaborate with central IT and vendor teams for escalations, upgrades, and hardware procurement.
• Comply with local data privacy and regulatory requirements (e.g., HIPAA, GDPR) when working in healthcare environments.
• Participate in IT deployments, relocations, and infrastructure upgrades.
• Provide off-hours or weekend support as needed for critical site visits or go-lives.
• Build relationships and trust with customers and clients
• Adhere to company’s given rules and regulations
• Team up with colleagues and other team members
• Great communication skills to work with customers
• Amazing problem-solving skills
• A technical degree is preferable
• Ability to diagnose problems with equipment
• Great mechanical aptitude
  
  

Additional Notes

Ability to communicate in English

Education: Bachelor’s degree or equivalent advanced degree

Experience And Required Skills Required For This Role

8-10 years related experience in

• Windows Operating Systems (Windows 10, Windows 11), MAC OS
• Office 365, and Microsoft Software (SharePoint, Teams).
• PC Hardware troubleshooting and PLC’s, scanners, printers
  
  

Salary And Other Compensation

The annual salary for this position [$37,800 to $59,500] depends 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 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.