Deskside Support Technician

About the Role

As a Deskside Support Technician, you'll make an impact by keeping laptops, factory devices, printers, handheld scanners, and conference room A/V systems up and running across office and factory environments. You'll deliver onsite break/fix and deployment support, execute incidents and requests through ITSM processes, and apply strong Windows and networking troubleshooting to restore services quickly when issues arise. Your work directly reduces downtime, prevents recurring issues, and keeps both office and factory teams productive. You will be a valued member of the Cloud Infrastructure and Security team and work collaboratively with the Manager.

Responsibilities

• Provide hands‑on onsite support for break/fix, deployments, and escalations for laptops/desktops, rugged factory devices, printers, handheld scanners, and conference room A/V systems.
• Monitor ticket queues and assign tickets through ITSM tools.
• Perform incident management and root‑cause analysis for major incidents, and drive issue prevention.
• Create and maintain SOPs, runbooks, and knowledge articles.
• Utilize tools such as SCCM, IT Shop, and Nexthink for endpoint visibility and support efficiency.
• Apply strong Windows troubleshooting skills and basic network diagnostics to restore services quickly.

Requirements

• 5+ years of desktop support and field services experience, including Windows 11 support, laptop/desktop hardware troubleshooting, and expert‑level printer support.
• 5+ years supporting audio‑visual devices, including Cisco VC device troubleshooting and basic telephony support.
• 5+ years troubleshooting networking and Wi‑Fi issues at an expert level.
• Ability to work onsite five days a week in a client or Cognizant office in Charlotte, NC.
• Visa transfer or sponsorship is not available now or in the future.

Preferred Qualifications

• Experience supporting factory, shop floor, warehouse, or production environments where device uptime is critical.
• Strong communication and coordination skills, with the ability to support both technical and non‑technical users and collaborate effectively with cross‑functional IT teams.

Schedule

Onsite position requiring five days a week in Charlotte, NC. Work arrangements may change based on project, business, and client requirements, with clear expectations communicated.