Field Services IT Technician - Onsite Support (CIS)

Cognizant Technology Solutions Corporation; Boston (MA); On-site; USD 41,000 - 50,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays and PTO

401(k) plan

Disability insurance

Parental leave

Employee stock purchase plan

Job summary

Cognizant Technology Solutions Corporation in Des Moines, IA is seeking a Field Services Support specialist to deliver onsite end-user support across client sites, manage IMACs, and ensure SLA attainment. This is a full-time, onsite role with travel between sites as needed.

The role requires ITIL knowledge, 0–2 years in IT end-user support, experience with ITSM tools (ManageEngine ServiceDesk Plus, ServiceNow or BMC Remedy), and strong Windows/MacOS, M365, AD/Entra ID and security tooling.

Qualifications

• 0–2 years in IT end-user or field services support.
• Experience with ITIL incident, request, change, problem and asset management.
• Hands-on with ITSM tools such as ManageEngine ServiceDesk Plus, ServiceNow or BMC Remedy/Helix.
• Strong Windows and macOS endpoint experience; M365, AD/Entra ID, Okta, CrowdStrike, Webex.
• Endpoint management tools: SCCM/MECM, ManageEngine, Intune or JAMF; USB imaging.
• Excellent communication and stakeholder management.
• Valid driver’s license and ability to travel; lift up to 50 lbs; after-hours support.
• Experience in government, healthcare or regulated environments is a plus.
• Certifications: ITIL v4 Foundation; CompTIA A+ or Network+; MD-102 or ServiceNow.

Responsibilities

• Manage day-to-day onsite end-user support across client locations.
• Own IMAC requests and equipment setup for end users.
• Image computers and oversee device refresh and redeployment.
• Maintain CMDB and asset lifecycle records for IMAC actions.
• Handle Level 1–2 calls and walk-ups; log in ServiceDesk Plus.
• Provide desk-side support for desktop, printer, mobile and AV.
• Coordinate warranty repairs and spare-parts inventory.
• Adhere to ITIL processes and security policies.
• Deliver against KPIs like SLA attainment and CSAT.

Skills

ITIL knowledge

Field service support

Windows & MacOS

Active Directory

M365

Endpoint imaging

Stakeholder comms

Travel ready

SLA management

Education

High school diploma

Associates or BSc in CS/IT/Eng

Tools

ManageEngine ServiceDesk Plus

ServiceNow

BMC Remedy/Helix

SCCM/MECM

Intune

JAMF

Webex

Job description

Cognizant Technology Solutions Corporation in Des Moines, IA is seeking a Field Services Support specialist to deliver onsite end-user support across client sites, manage IMACs, and ensure SLA attainment. This is a full-time, onsite role with travel between sites as needed.

The role requires ITIL knowledge, 0–2 years in IT end-user support, experience with ITSM tools (ManageEngine ServiceDesk Plus, ServiceNow or BMC Remedy), and strong Windows/MacOS, M365, AD/Entra ID and security tooling.