Deskside Services L2 (DSSL2)- Only W2

W2 position located at 700 Orthopaedic Drive, Warsaw, IN 46581.

About the Role

Cognizant Deskside Level 2 Support Technicians provide on-site support for the desktop environment, including deployment of end-user devices such as desktops, laptops, mobile devices, and other equipment. This role may also assist with higher-complexity tasks and IT projects. The position supports the world’s largest automotive manufacturer across various facilities, including manufacturing, logistics, part distribution centers, research and development, engineering, or office locations.

The Deskside Level 2 Technician reports to a Cognizant Team Leader or Regional Service Manager but may also take direction from the supported customer. The role requires frequent walking over large facilities, often while carrying items up to 50 lbs. Depending on the facility, this position may require working variable or flexible shifts (1st, 2nd, 3rd) and occasional on-call rotations covering after-hours shifts.

Responsibilities

• Provide Level 2 technical assistance and support, resolving hardware and software problems related to end-user devices.
• Analyze, resolve, respond to, and document end-user inquiries.
• Install desktop/laptop software using approved tools.
• Troubleshoot operating systems and connection issues with LAN/WAN.
• Update tickets with accurate and timely records of work performed and resolution details.
• Maintain and contribute to a knowledge base.
• Coordinate hardware warranty repairs and escalate to third-party vendors when necessary.
• Raise and coordinate problem management issues.
• Perform additional end-user or infrastructure-related tasks as required.
• Participate in IT projects.
• Demonstrate a strong understanding and skills in SLA and KPI management.
• Act as the face of Cognizant, delivering an outstanding end-user customer experience.

Requirements

• High degree of professionalism and ability to communicate clearly to all levels within the organization.
• Ability to drive high levels of customer satisfaction.
• High level of knowledge and experience supporting Microsoft end-user devices in a deskside support environment.
• Strong troubleshooting skills across multiple technologies.
• Ability to troubleshoot and resolve problems in a timely manner.
• Experience with Mac devices and ServiceNow is a plus.
• High level of initiative, proactiveness, and a continuous improvement mindset.
• Ability to take the lead in resolving issues without handholding.
• Must be able to walk long distances frequently throughout the day.
• Must be able to lift up to 50 lbs without assistance.
• May work in dirty, hot, or cold environments and while kneeling.
• Punctuality, dependability, and a strong work ethic.
• Desire for continual learning, skill development, and incremental improvements.