Desktop Support Tech

Cognizant; High Point (NC); On-site; USD 60,000 - 80,000; Full time

Job summary

Cognizant is seeking a hands-on Field Services & Desktop Support Tech in High Point, NC. This fully onsite role oversees desktop operations across office and factory environments, serving as the primary onsite lead with daily physical presence at the customer site.

You will perform break/fix, deployments, and escalations for laptops, desktops, printers, and A/V devices while applying Windows troubleshooting and basic network diagnostics to restore services quickly.

Qualifications

• 5+ years of Desktop Support including Windows 11
• Experience with printers and rugged factory devices
• Cisco VC devices troubleshooting and telephony experience
• Experience with work assignment reporting, escalation handling, RCA/root cause analysis and documentation

Responsibilities

• Provide hands-on onsite support (break/fix, deployments, escalations) for laptops/desktops, printers, handheld scanners, and conference room A/V systems
• Act as primary point of accountability for the site from desktop support perspective
• Monitor and assign tickets through ITSM tools; manage queues, priorities, and escalations
• Apply strong Windows troubleshooting skills and basic network diagnostics to restore services quickly
• 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

Skills

Windows troubleshooting

Network diagnostics

Incident management

SOPs & runbooks

Onsite field support

Tools

SCCM

IT Shop

Nexthink

Job description

Cognizant is seeking a seeking a – Field Services & Desktop Support Tech in High Point, NC. This is a fully onsite, work‑from‑office desktop support across office and factory environments. This is a hands‑on onsite lead role, requiring daily physical presence at customer location, where the lead actively performs field support while overseeing desktop operations for the site. Applicants will need to have valid US work authorization. Cognizant does not offer visa sponsorship now or anytime in the future.

Key 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.
• Act as primary point of accountability for the site from desktop support perspective.
• Monitor and assign tickets through ITSM tools; manage queues, priorities, and escalations.
• Apply strong Windows troubleshooting skills and basic network diagnostics to restore services quickly.
• 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.

Qualifications:

• 5 plus years of Desktop Support Services experience including Windows 11 support, laptop/desktop hardware troubleshooting, printer support.
• 2 to 3 years of Cisco VC devices troubleshooting and telephony.
• Experience with work assignment reporting, escalation handling, RCA/root case analysis and documentation.