Field Services and Desktop Support Tech

Cognizant; High Point (NC); On-site; USD 45,000 - 65,000; Full time

Job summary

Cognizant is seeking a Field Services & Desktop Support Tech in High Point, NC. The role covers break/fix, deployments, and incident management for laptops/desktops, rugged factory devices, printers, handheld scanners, and conference room A/V devices.

You will use ITSM processes and tools like SCCM and Nexthink to restore services quickly. The ideal candidate has 3+ years of desktop support, Windows 11, basic networking, and experience with Cisco VC devices and telephony.

Qualifications

• 3+ years of Desktop Support Services experience including Windows 11 support.
• Troubleshooting laptops/desktops and printers; hardware issues.
• Cisco VC devices troubleshooting and telephony (2–3 years).
• Troubleshooting network/Wi-Fi issues (2–3 years).

Responsibilities

• Provide hands-on onsite support 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 RCA for major incidents; 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 Windows troubleshooting and basic network diagnostics to restore services quickly.

Skills

Onsite support

Windows troubleshooting

Networking basics

ITSM tools

SCCM

Nexthink

Tools

SCCM

IT Shop

Nexthink

Job description

Cognizant is seeking a seeking a Field Services & Desktop Support Tech in High Point, NC. The ideal candidate will have 4-7 years of onsite desktop support experience across office and factory environments. The role covers break/fix and deployment support for laptops/desktops, rugged factory laptops, printers, handheld scanners, and conference room A/V devices. The technician will execute incidents/requests via ITSM processes, leverage tools like IT Shop, SCCM, Nexthink for endpoint visibility, and apply strong Windows plus basic networking troubleshooting to restore services quickly

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.
• Monitor ticket queues and assign tickets through ITSM tools;
• 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.
• Apply strong Windows troubleshooting skills and basic network diagnostics to restore services quickly.

Qualifications:

3 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.

2 to 3 years of troubleshooting network/Wi-Fi issues.