Deskside Engineer

Cognizant; New York (NY); On-site; USD 60,000 - 72,000; Full time

Benefits offered by this job

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

Job summary

Cognizant is seeking an experienced Deskside Engineer to provide onsite support in New York, NY. The role covers laptops, desktops, mobile devices, collaboration tools, and conference room systems, with a focus on VIP and executive support.

The ideal candidate has hands-on troubleshooting in Windows and macOS, IMACD experience, and strong customer service skills. This onsite position requires five days on-site at the client or Cognizant office in New York.

Qualifications

• 5+ years of experience in Deskside/Field Services or End-User Computing.
• Experience supporting Windows environments (Win10/11).
• 3+ years using ServiceNow or similar ITSM platforms.
• 3+ years of Microsoft 365 support.
• 3+ years of hands-on IMACD and asset management.
• Solid networking fundamentals and endpoint connectivity skills.
• Experience supporting macOS environments.
• Familiarity with ITIL-based incident and request processes.
• Strong customer-service and executive support skills.

Responsibilities

• Provide onsite deskside and field support for devices and peripherals.
• Diagnose hardware, software, OS, and connectivity issues.
• Perform IMACD tasks including deployments, moves, changes, and decommissions.
• Support onboarding, device deployment, refreshes, and asset recovery.
• Offer VIP executive and white-glove support for high-priority issues.
• Troubleshoot Windows and macOS devices and related apps.
• Support Microsoft 365 / Office 365 and Teams collaboration tools.
• Assist with Teams Rooms and conference room tech.
• Troubleshoot network connectivity and mobile device issues.
• Maintain asset lifecycle records and documentation.
• Log incidents in ServiceNow and coordinate with other teams.
• Follow ITIL processes and maintain technical knowledge articles.

Skills

Deskside Support

Windows 10/11

ServiceNow

Microsoft 365/Office 365

IMACD

Networking fundamentals

macOS support

ITIL processes

Executive/VIP support

Customer service

Tools

ServiceNow

Job description

Job Title: Deskside Engineer

Job Location: Onsite [5 days]- New York, NY, USA.

About the Role

We are seeking an experienced Deskside Engineer / Field Services Engineer to provide high-quality onsite technical support for end users, including executive and VIP users. The role will support laptops, desktops, mobile devices, peripherals, Microsoft 365 services, collaboration technologies, and conference room solutions.

The ideal candidate will have strong hands-on troubleshooting skills across Windows and macOS environments, experience with IMACD and asset lifecycle activities, and a strong customer-service mindset. This position requires close collaboration with Service Desk, infrastructure, network, and engineering teams to ensure incidents and service requests are resolved efficiently.

Salary and Other Compensation:

The annual salary for this position is between $60,000 to $72,000 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.

In this role, you will

• Provide onsite deskside and field support for laptops, desktops, monitors, docking stations, printers, mobile devices, peripherals, and related end-user technologies.

• Diagnose and resolve hardware, software, operating system, connectivity, printing, mobility, and peripheral-related technical issues.

• Perform IMACD activities, including installations, moves, additions, changes, and decommissions of end-user computing equipment.

• Support new-hire onboarding, device deployment, laptop/desktop refreshes, hardware swaps, break/fix activities, and equipment recovery.

• Provide white-glove and VIP executive support, responding professionally and promptly to high-priority technical issues and meeting-support requirements.

• Troubleshoot and support Windows 10/11 and macOS devices, including common operating system, application, device, and connectivity issues.

• Provide technical support for Microsoft 365 / Office 365 applications and services, including Microsoft Teams and associated end-user collaboration technologies.

• Support Microsoft Teams Rooms, conference rooms, audio/video equipment, and meeting technology, helping ensure meetings and collaboration sessions operate successfully.

• Troubleshoot basic network connectivity issues, including wired and wireless connections and endpoint connectivity.

• Support mobile devices and related user connectivity or configuration issues.

• Perform asset lifecycle management, including inventory tracking, device deployment, equipment recovery, hardware replacement, and disposal activities.

• Maintain accurate asset and configuration records and ensure equipment movement is properly documented.

• Create, update, manage, and resolve incidents and service requests using ServiceNow.

• Work closely with Service Desk, infrastructure, network, application, and engineering teams for escalation and timely resolution of complex technical issues.

• Follow established ITIL-based Incident, Request, and Change Management processes and operational procedures.

• Maintain accurate technical documentation, troubleshooting notes, ticket updates, knowledge articles, and resolution details.

• Ensure a positive end-user experience through professional communication, ownership of technical issues, and effective follow-through.

What you'll need to succeed (required skills)

• 5+ years of experience in Deskside Support, Desktop Support, Field Services, or End-User Computing support.

• 5+ years of experience supporting Windows environments, including Windows 10/11.

• 3+ years of experience with ServiceNow or a comparable IT service management platform.

• 3+ years of Microsoft 365 / Office 365 support experience.

• 3+ years of hands-on IMACD and IT asset management experience.

• Good understanding of networking fundamentals and endpoint connectivity troubleshooting.

• Experience supporting macOS/Macintosh environments.

• Experience working within ITIL-based Incident and Request Management processes.

• Strong hands-on troubleshooting capabilities across hardware, operating systems, applications, peripherals, and collaboration technologies.

• Strong customer-service and communication skills with the ability to work effectively with both technical and non-technical users.

• Ability to provide professional, discreet, and responsive support to executives and VIP users.

• Ability to work independently while collaborating effectively with Service Desk and engineering teams.

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:

At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance though our various wellbeing programs. Based on this role’s business requirements, this is an onsite position requiring 5 days at the client or cognizant office in New York, NY, 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. Rest assured; we will always be clear about role expectations.

Disclaimer:

The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.