Desk Side Support Engineer

About The Role

As a Desk Side Support Engineer, you will make an impact by providing onsite and remote IT support for end users, supporting incident management, ServiceNow workflows, Windows environments, device imaging and configuration, hardware lifecycle activities, inventory management, and local infrastructure support. You'll be a valued member of the Cloud Infrastructure and Security team, working closely with end users, local IT teams, service management teams, and broader technology stakeholders to help ensure reliable, secure, and efficient technology service.

Responsibilities

• Provide onsite desk side support and remote support for end users, including troubleshooting hardware, software, access, network, and desktop-related issues
• Manage incidents, requests, and tasks through ServiceNow or other ITSM/helpdesk tools
• Support Windows 10, Windows 11, laptops, desktops, mobile devices, peripherals, and enterprise desktop environments
• Image, configure, build, ship, receive, and decommission end-user devices
• Perform new device setup and configuration for end users
• Maintain hardware inventory, asset records, and device lifecycle documentation
• Provide hands-and-feet support for local infrastructure operations, including servers, printers, LAN switches, routers, MUX devices, and related office technology
• Troubleshoot and support video conferencing devices, projectors, TVs, printers, and meeting room technology
• Support Google tools, Google Workspace, Microsoft Office 365, Adobe applications, Apple Mac devices, iOS, and Android devices
• Support device compliance activities, including patch management, antivirus status, endpoint health, and noncompliance remediation
• Act as the local point of contact for onsite IT support needs
• Collaborate with the broader IT community to improve IT support services, processes, and service quality
• Provide support to other locations when required, while prioritizing support for the assigned Boston location
• Maintain clear documentation of issues, resolutions, assets, and support activities
• Follow company policies, client procedures, health and safety requirements, and service delivery standards
• 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.

Working Arrangements

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.

What You Need To Have To Be Considered

• 3+ years of hands-on experience in IT services, desktop support, or infrastructure support, with strong skills across Windows 10/11, hardware, laptops, peripherals, and end-user devices
• Working knowledge of Microsoft Office 365, Adobe applications, and Google Workspace, along with experience supporting Apple Mac devices, iOS, Android, and meeting room technology
• Expertise in ServiceNow or other ITSM tools to manage incidents, requests, and tasks
• Proficiency in Active Directory, user administration, device imaging, and endpoint configuration
• Experience with hardware inventory, asset management, device builds, shipping, receiving, and decommissioning
• Working knowledge of Google Workspace, iOS, and Android
• Basic understanding of local infrastructure support, including servers, printers, LAN switches, and routers
• Background in network and server support, along with experience providing application support
• Familiarity supporting endpoint compliance, patching, antivirus, and device security activities
• Time spent in a managed services, enterprise IT, or client-facing support environment
• Strong communication, documentation, customer service, and problem-solving skills, with the ability to work independently, prioritize tasks, and support users in a fast-paced onsite environment

Salary And Other Compensation

The annual salary for this position is between $60,000 - $71,000 depending on 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

• Cognitive Health and Wellness Program
• Employee Assistance Program
• Flexible Spending Accounts
• Healthcare Reimbursement Account
• 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