Tech Lead - Desktop Support (Field Services)

About The Role

As a Tech Lead - Desktop Support (Field Services), you will make an impact by helping keep onsite technology running smoothly across office and factory environments where reliable support is critical to daily operations. In this hands-on lead role, you will support end users directly, guide day-to-day desktop support activity, prioritize tickets and escalations, and help restore services quickly when issues arise. Your work will improve the end-user experience, reduce repeat incidents, strengthen onsite support processes, and help maintain business continuity for both office and shop floor teams. 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 laptops, desktops, rugged factory devices, printers, handheld scanners, conference room audio-visual systems, and related field services equipment.
• Serve as the primary point of accountability for desktop support at the site across office and factory environments.
• Monitor, prioritize, and assign incidents and service requests through ITSM tools while supporting SLA expectations and timely resolution.
• Troubleshoot Windows 11, laptop and desktop hardware, printer, basic network connectivity, Wi-Fi, telephony, and audio-visual device issues.
• Use tools such as SCCM, IT Shop, and Nexthink to support endpoint visibility, device diagnostics, software support, and issue resolution.
• Support incident management, root cause analysis for major or recurring incidents, SOPs, runbooks, knowledge articles, and issue prevention.

Requirements

• 5+ years of experience in onsite desktop support, field services, end-user computing, or workplace technology support.
• Strong Windows 11 support experience, including laptop and desktop troubleshooting, hardware diagnostics, printer support, break/fix, device deployments, and onsite escalations.
• Experience supporting rugged factory devices, handheld scanners, HP and Lexmark printers, conference room audio-visual systems, Cisco video conferencing equipment, and telephony.
• Basic network and Wi-Fi troubleshooting experience, including connectivity diagnostics, device access issues, and escalation support.
• Experience using ITSM tools to monitor queues, assign and prioritize work, manage escalations, and support incident and request resolution.
• Experience in a lead or senior onsite support capacity, including queue coordination, work assignment, reporting, and serving as the primary point of contact for a customer site.
• Experience with incident management, root cause analysis, and support documentation including SOPs, runbooks, and knowledge articles, as well as endpoint tools such as SCCM, IT Shop, or Nexthink.

Qualifications

• Experience supporting factory, shop floor, warehouse, or production environments where device uptime is critical.
• Ability to remain hands-on while coordinating desktop support activities, escalations, priorities, documentation, reporting, and cross-functional support.
• Strong communication and coordination skills, with the ability to support both technical and non-technical users and collaborate effectively with cross-functional IT teams.

Skills

• Windows 11 support experience, including laptop and desktop troubleshooting, hardware diagnostics, printer support, break/fix, device deployments, and onsite escalations.
• Experience supporting rugged factory devices, handheld scanners, HP and Lexmark printers, conference room audio-visual systems, Cisco video conferencing equipment, and telephony.
• Basic network and Wi-Fi troubleshooting experience, including connectivity diagnostics, device access issues, and escalation support.
• Experience using ITSM tools to monitor queues, assign and prioritize work, manage escalations, and support incident and request resolution.
• Experience in a lead or senior onsite support capacity, including queue coordination, work assignment, reporting, and serving as the primary point of contact for a customer site.
• Experience with incident management, root cause analysis, and support documentation including SOPs, runbooks, and knowledge articles, as well as endpoint tools such as SCCM, IT Shop, or Nexthink.

Benefits

Based on this role’s business requirements, this is an onsite position requiring 5 days a week in a client or Cognizant office in Charlotte, NC. 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.

Pay

The compensation for this role is commensurate with experience.

Schedule

The schedule for this role is 5 days a week.