Field service engineer - Desktop Support

About the role

We are seeking a skilled and customer-focused Field Service Engineer – Desktop Support with 4–7 years of hands-on onsite experience across corporate office and manufacturing/factory environments.

Responsibilities

• Provide onsite technical support (break/fix, deployments, escalations) for laptops, desktops, rugged factory devices, printers (HP/Lexmark), handheld scanners, and A/V systems.
• Monitor and manage ticket queues using ITSM tools, ensuring incidents and service requests are handled within defined SLAs.
• Perform incident management and root cause analysis (RCA) for critical issues, driving long-term resolution and prevention.
• Install, configure, and maintain end-user systems and peripherals in both office and factory environments.
• Create, update, and maintain SOPs, runbooks, and knowledge base documentation.
• Utilize endpoint management and monitoring tools such as SCCM, IT Shop, and Nexthink to enhance support efficiency and visibility.
• Perform Windows OS troubleshooting and basic network diagnostics to restore services quickly.
• Support IT asset lifecycle activities, including provisioning, deployment, and decommissioning.

Requirements

• 4–7 years of hands-on experience in desktop support / field services environment.
• Strong expertise in Windows 10/11 support, including OS troubleshooting and system configuration.
• Hands-on experience with ITSM tools for incident and request management.
• Proficiency in endpoint management tools such as SCCM, IT Shop, and/or Nexthink.
• Basic knowledge of network troubleshooting (Wi-Fi, connectivity, LAN issues).
• Experience working in onsite environments, including factory or industrial setups.
• Strong problem-solving skills and ability to handle high-priority incidents under pressure.

Preferred Skills

• Experience supporting A/V systems and conferencing technologies (e.g., Cisco VC devices, telephony systems).
• Exposure to industrial/plant IT environments and ruggedized devices.
• Knowledge of ITIL processes and best practices.
• Familiarity with HP and Lexmark printer environments.
• Strong documentation and knowledge management skills.

Work Environment

This is a 100% onsite role supporting both office and factory users. Requires mobility within client premises for device support and troubleshooting.

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

Work Model

This is an onsite role requiring 5 days a week at client site in Portland, Oregon, USA. 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.