Desktop Support & AV Engineer

This role is onsite in Montpelier, VT, USA and is not able to offer visa transfer or sponsorship now or in the future.

About the role

We are seeking a highly skilled Desktop Support and AV Engineer with 6 to 8 years of experience in end-user computing, deskside support, audio-visual technologies, and enterprise IT operations. The ideal candidate will provide exceptional technical support to end users, manage conference room technologies, and ensure seamless execution of business-critical meetings. This role requires expertise in Windows and Mac environments, AV systems, networking fundamentals, Nexthink, ServiceNow, PowerShell scripting, and OHP device management. The successful candidate will demonstrate strong troubleshooting abilities, excellent customer service skills, and experience supporting executive/VIP users in a corporate environment.

Responsibilities

• Provide advanced deskside and remote support for Windows and Macintosh OS X devices, diagnosing and resolving hardware, software, operating system, and application issues while ensuring high user satisfaction.
• Manage and support Audio-Visual (AV) infrastructure, including conference room systems, video conferencing technologies, projectors, displays, microphones, and meeting room equipment to ensure seamless execution of business meetings.
• Deliver executive and VIP user support, ensuring rapid resolution of technical issues and providing white-glove service for critical business operations and leadership meetings.
• Develop, maintain, and enhance PowerShell scripts to automate desktop administration tasks, improve operational efficiency, streamline user provisioning, and reduce repetitive support activities.
• Monitor end-user experience using Nexthink, proactively identifying performance bottlenecks, analyzing system health, and implementing corrective actions to optimize device and application performance.
• Manage incidents, service requests, and change activities through ServiceNow, ensuring accurate ticket documentation, SLA compliance, root cause analysis, and timely resolution of user issues.
• Administer and support Windows operating systems and endpoint technologies, including software installations, patches, upgrades, security compliance, and device lifecycle management.
• Troubleshoot networking and connectivity issues, including LAN/WAN, Wi-Fi, VPN, printers, and peripheral devices, ensuring reliable communication and uninterrupted business operations.
• Support OHP (Overhead Projector) devices and IT asset management activities, including equipment deployment, inventory tracking, office moves, and delivery of IT assets across office locations and user workspaces.
• Maintain technical documentation, perform regular system audits, and collaborate with cross-functional IT teams to improve support processes, strengthen infrastructure reliability, reduce downtime, and ensure alignment with business objectives.

Requirements

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent experience).
• 6-8 years of hands-on experience in Desktop Support, End User Computing, or Systems Engineering.
• Strong expertise in Windows and Mac OS support environments.
• Proven experience supporting conference room and AV technologies.
• Hands-on experience with PowerShell scripting and automation.
• Experience managing OHP devices and presentation technologies.
• Strong understanding of networking fundamentals and troubleshooting methodologies.
• Experience using ServiceNow for incident and request management.
• Proficiency with Nexthink or similar endpoint monitoring tools.
• Excellent analytical and problem-solving skills.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Strong verbal and written communication skills.
• Customer-focused mindset with a commitment to delivering exceptional end-user support.

Skills

• Desktop Support (Remote & Onsite)
• Windows 10/11 Administration & Troubleshooting
• Macintosh OS X Laptop Support
• Audio Visual (AV) Support & Conference Room Technologies
• PowerShell Scripting
• Nexthink
• ServiceNow
• Networking Fundamentals (LAN/WAN, TCP/IP, VPN, Wi-Fi)
• End-User Computing Support
• IT Asset Management & Device Deployment
• OHP Device Management and Support

Pay

The annual salary for this position is between $63,000 to $70,000 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

• 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

Schedule

This is an onsite role requiring 5 days a week at the client site in Montpelier, VT, USA.