Desktop Support Technician

Cognizant; Detroit (MI); On-site; USD 60,000 - 95,000; Full time

Job summary

Cognizant is seeking a Field Services & Desktop Support Tech in Detroit, MI. This fully onsite, hands-on role requires daily presence at the customer location to lead desktop operations across office and factory environments.

You will provide break/fix support for laptops, desktops, printers, and conference room A/V, while monitoring ITSM queues and escalations. Strong Windows 11 skills and RCA experience are essential.

Qualifications

• 5+ years in desktop support including Windows 11.
• Printer and rugged factory device support experience.
• Experience with incident management and RCA/root cause analysis.
• Strong troubleshooting and documentation skills.

Responsibilities

• Provide hands-on onsite support for laptops/desktops, printers, scanners, and conference room gear.
• Act as primary site lead for desktop support at the location.
• Monitor queues and escalations via ITSM tools.
• Perform Windows troubleshooting and basic network diagnostics.
• Create SOPs, runbooks, and knowledge articles.
• Utilize SCCM, IT Shop, Nexthink for endpoint visibility and efficiency.

Skills

Desktop support

Windows 11

Cisco VC troubleshooting

ITSM tools

RCA & incident analysis

Tools

SCCM

IT Shop

Nexthink

Job description

Cognizant is seeking a seeking a – Field Services & Desktop Support Tech in Detroit, MI. 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.