Deskside Support Technician

Cognizant; Charlotte (NC); On-site; USD 42,000 - 68,000; Full time

Job summary

Cognizant is seeking a Deskside Support Technician to keep laptops, factory devices, printers, handheld scanners, and conference room A/V systems running across office and factory environments. You will deliver onsite break/fix and deployment support, handle incidents through ITSM, and troubleshoot Windows and network issues to restore services quickly.

This onsite role in Charlotte, NC requires 5 days per week in client or Cognizant offices, contributing to reduced downtime and productive

Qualifications

• 5+ years of desktop support experience including Windows 11.
• Experience supporting lab, office, or factory devices.
• Strong networking and printer troubleshooting skills.

Responsibilities

• Provide hands-on onsite support for break/fix, deployments, and escalations for laptops/desktops, factory devices, printers, handheld scanners, and conference room A/V systems.
• Monitor ticket queues and assign tickets through ITSM tools.
• Perform incident management and root cause analysis 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.

Skills

Windows 11

Desktop support

Networking

Printer support

ITSM

SCCM

Onsite support

Tools

SCCM

IT Shop

Nexthink

Job description

About the Role

As a Deskside Support Technician, you'll make an impact by keeping laptops, factory devices, printers, handheld scanners, and conference room A/V systems up and running across office and factory environments. You'll deliver onsite break/fix and deployment support, execute incidents and requests through ITSM processes, and apply strong Windows and networking troubleshooting to restore services quickly when issues arise. Your work directly reduces downtime, prevents recurring issues, and keeps both office and factory teams productive. You will be a valued member of the Cloud Infrastructure and Security team and work collaboratively with the Manager.

In this role, you will:

• Provide hands-on onsite support for break/fix, deployments, and escalations for laptops/desktops, rugged factory devices, printers, handheld scanners, and conference room A/V systems
• Monitor ticket queues and assign tickets through ITSM tools
• Perform incident management and root cause analysis 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

Work model

At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance through our various wellbeing programs. 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. Rest assured; we will always be clear about role expectations.

What you need to have to be considered:

• 5+ years of desktop support and field services experience, including Windows 11 support, laptop/desktop hardware troubleshooting, and printer support at an expert level
• 5 or more years supporting audio-visual devices, including Cisco VC device troubleshooting and telephony at a basic level
• 5 or more years troubleshooting networking and WiFi issues at an expert level

These will help you stand out:

• Experience supporting factory, shop floor, warehouse, or production environments where device uptime is critical
• Strong communication and coordination skills, with the ability to support both technical and non-technical users and collaborate effectively with cross-functional IT teams

We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.