Field Services and Desktop Support Tech

About the role

Cognizant is seeking a Field Services & Desktop Support Technician in High Point, NC. The ideal candidate will have 4‑7 years of onsite desktop support experience across office and factory environments. The role covers break/fix and deployment support for laptops/desktops, rugged factory laptops, printers, handheld scanners, and conference room A/V devices. The technician will execute incidents/requests via ITSM processes, leverage tools such as IT Shop, SCCM, and Nexthink for endpoint visibility, and apply strong Windows plus basic networking troubleshooting to restore services quickly.

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.
• Monitor ticket queues and assign tickets through ITSM tools.
• Perform incident management, RCA 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.

Qualifications

• 3+ years of Desktop Support Services experience including Windows 11 support, laptop/desktop hardware troubleshooting, and printer support.
• 2‑3 years of Cisco VC devices troubleshooting and telephony.
• 2‑3 years of troubleshooting network/Wi‑Fi issues.