Desktop Support Engineer

Cognizant; Jacksonville (FL); Hybrid; USD 38,000 - 68,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays and PTO

401(k) plan and contribution

Long-term/Short-term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Job summary

Cognizant is seeking a Desktop Support Engineer in Jacksonville, FL, offering 5+ years of remote desktop support experience. The role supports a hybrid workforce and involves resolving OS, application, and hardware issues while maintaining security and user productivity.

Responsibilities include leading incident intake, documenting procedures, and coaching teammates to improve diagnostics, knowledge sharing, and customer satisfaction. Requires strong communication and problem-solving skills.

Qualifications

• Five to eight years of progressive remote desktop support experience in large corporate environments.
• Proficiency with remote support platforms, ticketing systems, OS and endpoint management tools.
• Clear customer-oriented communication in verbal and written form.
• Experience documenting procedures and maintaining configuration records.
• Familiarity with property and casualty insurance processes is a plus.
• Strong analytical and problem-solving mindset to reduce recurring incidents.
• Adaptability to hybrid work arrangements and day shift operations.

Responsibilities

• Lead day to day remote desktop support operations and coordinate incident intake and resolution.
• Oversee analysis and resolution of complex remote desktop issues across locations.
• Provide detailed troubleshooting for remote access tools and VDI environments.
• Drive process improvements and streamline workflows to boost response and first-contact resolution.
• Coordinate with infrastructure, applications, and security teams on incidents and corrective actions.
• Create and maintain knowledge base articles, runbooks, and support documentation.
• Manage ticket queues and metrics to align with service level expectations.
• Collaborate with stakeholders on maintenance windows and change activities.
• Mentor engineers through coaching and feedback to improve diagnostics and customer focus.
• Identify risk patterns and promote secure configuration practices.
• Engage with insurance stakeholders to align support with workflows and regulatory needs.
• Evaluate tools and reporting dashboards with management for better visibility and decisions.
• Coordinate hybrid work resources to ensure timely support across sites.

Skills

Remote desktop support

Diagnostics

Customer communication

Documentation

Hybrid work adaptation

Tools

Ticketing systems

Endpoint management tools

Remote support platforms

Job description

Desktop Support Engineer

Experience: 5+ years

Location: Jacksonville, FL

Please note, this role is not able to offer visa transfer or sponsorship now or in the future*

Responsibilities

• Lead day to day remote desktop support operations by coordinating incident intake resolution and communication to ensure consistent high quality service for business users across locations.
• Oversee analysis and resolution of complex remote desktop issues including operating system application connectivity and hardware related incidents to minimize business disruption and improve user productivity.
• Provide detailed troubleshooting for remote access tools and virtual desktop environments ensuring secure reliable connectivity for hybrid workforce members and reducing recurring access problems.
• Drive continuous improvement of support processes by documenting standard procedures identifying bottlenecks and implementing streamlined workflows that enhance response time and first contact resolution.
• Coordinate with infrastructure application and security teams to escape and resolve cross functional incidents ensuring technical dependencies are addressed and long term corrective actions are implemented.
• Guide creation and maintenance of knowledge base articles runbooks and support documentation so that team members and end users can quickly resolve repeat issues and reduce support volume.
• Manage ticket queues and operational metrics by monitoring priorities response times and closure quality to align service performance with agreed expectations and organizational objectives.
• Collaborate with stakeholders to plan maintenance windows user communication and change activities that support smooth rollouts without impacting key business events.
• Mentor support engineers through structured coaching walkthroughs and feedback helping them build stronger diagnostic capabilities customer focus and accountability in remote support engagements.
• Contribute to risk awareness by identifying patterns in incidents proposing preventive measures and supporting adoption of secure configuration practices that protect company assets and customer data.
• Engage with property and casualty insurance stakeholders when applicable to understand workflow systems and regulatory considerations and then tailor support practices that reinforce reliable underwriting claims and policy servicing operations.
• Partner with management to evaluate tools automation opportunities and reporting dashboards that give clear visibility into desktop health support trends and business impact enabling better strategic decisions.
• Coordinate hybrid work expectations by ensuring onsite and remote support resources are allocated effectively so that users in all locations receive timely assistance without requiring travel commitments.

Qualifications

• Bring five to eight years of progressive remote desktop support experience demonstrating strong skills in diagnosing software hardware network and access issues within large scale corporate environments.
• Show advanced proficiency with remote support platforms ticketing systems operating systems and endpoint management tools applying these capabilities to deliver stable secure desktops for business users.
• Apply clear customer oriented communication in verbal and written form to explain technical situations in understandable language and build trust with users from diverse functional backgrounds.
• Demonstrate capability in documenting procedures creating knowledge content and maintaining accurate configuration records that improve continuity of operations and onboarding of new team members.
• Offer experience or familiarity with property and casualty insurance processes policy administration and claims handling to better appreciate business priorities and adapt support solutions accordingly.
• Exhibit strong analytical and problem solving mindset using data trends root cause analysis and structured methods to reduce recurring incidents and support the organizations efficiency goals.
• Maintain adaptability in hybrid work arrangements and day shift operations showing reliability ownership and collaboration with cross functional partners to keep service delivery aligned with business schedules.

Applications will be accepted until 10/5/2026

The annual salary for this position is between $37,804- $68,000 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 is subject to the terms of Cognizant’s applicable plans.

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 contribution
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

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.

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