Field Service Technician – Desktop Support
Cognizant · Detroit, MI · 3 mo ago
On-siteInformation TechnologyFull-time
About the role
We are seeking a Field Services engineer with 4-7 years of onsite desktop support experience across office and factory environments.
Responsibilities
- Provide hands-on onsite support (break/fix, deployments, escalations) for laptops/desktops, rugged factory devices, printers (HP/Lexmark), handheld scanners, and conference room A/V systems.
- Maintain and update Service Level Agreements (SLAs).
- Monitor ticket queues and assign tickets through ITSM tools.
- Perform incident management, root cause analysis (RCA) for major incidents, and drive issue prevention.
- Create and maintain standard operating procedures (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
- 4-7 years of onsite desktop support experience across office and factory environments.
- Experience with laptops/desktops, rugged factory devices, printers (HP/Lexmark), handheld scanners, and conference room A/V systems.
- Strong Windows troubleshooting skills and basic network diagnostics.
- Proficiency in using ITSM processes and tools like SCCM, IT Shop, and Nexthink.