Field Services Support CIS

Cognizant; Santa Fe (NM); On-site; USD 41,000 - 50,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

401(k) plan and contributions

Paid holidays plus PTO

Long-term/Short-term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Job summary

Cognizant Technology Solutions Corporation is seeking an on-site Field Services Support professional to manage day-to-day end-user support across client locations. The role covers IMAC tasks, device imaging, and asset lifecycle updates while ensuring SLAs and customer satisfaction. Des Moines, IA-based position with travel between client sites.

Start date December 2026. On-site role with salary around market rates and Cognizant’s incentive program; involvement in security and ITIL processes is

Qualifications

• Minimum of high school diploma or associates/BA in CS/IT/Engineering or related field.
• 0-2 years in IT end-user/field services support.
• Working knowledge of ITIL incident, request, change, problem and asset management.
• Hands-on experience with ITSM tools (ManageEngine ServiceDesk Plus, ServiceNow, BMC Remedy/Helix).
• Strong background in Windows and MacOS endpoints, M365, AD/Entra ID, Okta, CrowdStrike, Webex, printers, mobile devices and basic networking.
• Working knowledge of endpoint management tools such as SCCM/MECM, ManageEngine, Intune or JAMF.
• Ability to manage competing priorities, SLAs and escalations under pressure.
• Excellent communication and stakeholder management skills with end users, VIPs and client leadership.

Responsibilities

• Monitor queues in ITSM tool and balance work based on SLA.
• Coordinate VIP/executive support, critical incidents, and outages.
• Escalate and coordinate with Service Desk, L3 resolver groups, network, server and vendors.
• Own IMAC requests and set up computers, peripherals and software.
• Image computers and oversee device refresh and redeployment.
• Update CMDB and asset lifecycle records for IMAC actions.
• Handle Level 1/2 calls and log in ServiceDesk Plus; resolve password and hardware/software issues.
• Provide desk-side support for desktops, laptops, printers, mobiles, AV and peripherals.
• Coordinate warranty repairs and manage spare-parts inventory.
• Drive problem management and permanent fixes for recurring issues.
• Manage assets with Active Directory, SCCM, ManageEngine, CrowdStrike, Okta and Webex for Medicaid call center users.
• Plan onsite support for infrastructure projects and report progress.
• Coordinate after-hours/weekend change windows per change management.
• Ensure ITIL processes and security/data handling policies.
• Maintain SOPs, runbooks and knowledge articles; identify automation opportunities.
• Deliver against KPIs including SLA attainment, IMAC turnaround, first-visit resolution, CSAT, backlog health, asset accuracy, milestones.

Skills

ITIL knowledge

End-user support

Windows & MacOS

M365

Active Directory/Entra ID

Okta

CrowdStrike

Webex

SCCM/MECM

ManageEngine ServiceDesk Plus

ServiceNow

Communication & stakeholder mgmt

Travel readiness

Education

High School diploma

Associates or Bachelor’s degree in Computer Science/IT/Engineering

Tools

ManageEngine ServiceDesk Plus

ServiceNow

BMC Remedy/Helix

SCCM/MECM

Intune

JAMF

Job description

Team: Cloud, Infrastructure & Security (CIS)

Position Overview

The Field Services Support role manages day‑to‑day onsite end‑user support delivery across one or more client locations. The role owns IMAC requests, break‑fix incidents and infrastructure project support, and is accountable for SLA attainment and customer satisfaction. This is a full‑time, onsite role with travel between sites as required.

Key Responsibilities

• Monitor team queues in the ITSM tool; assign, balance and re‑prioritize work based on impact, urgency and SLA.
• Coordinate VIP and executive support, critical incidents and site outages, balancing BAU tickets against project work.
• Escalate and coordinate with Service Desk, L3 resolver groups, network, server and vendor teams.
• Own fulfillment of Install, Move, Add and Change (IMAC) requests, including setting up computers, peripherals and software for end users.
• Image computers using bootable USB media, deploy them to end users, and oversee device refresh and redeployment.
• Ensure accurate asset tagging, CMDB updates, and asset lifecycle records for every IMAC action.
• Take Level 1 and Level 2 calls and walk‑ups, log them in ServiceDesk Plus, and resolve issues from password resets to hardware and software troubleshooting.
• Provide desk‑side support for desktop, laptop, printer, mobile, AV and peripheral incidents, escalating to ServiceDesk Plus resolver groups as needed.
• Coordinate warranty repairs with vendor technicians and manage spare‑parts inventory.
• Drive problem management for recurring issues and implement permanent fixes.
• Manage user and computer assets using Active Directory, SCCM, ManageEngine, CrowdStrike and Okta, and Webex accounts for Medicaid call center users.
• Manage surplus out‑of‑warranty equipment: wipe hard drives, remove computer objects from the network, and prepare equipment for sale on GovDeals.
• Plan onsite support for infrastructure projects (hardware refresh, migrations, office moves, network cutovers, site build‑outs ), provide estimates and report progress against milestones.
• Coordinate after‑hours and weekend change windows following the change management process.
• Ensure adherence to ITIL processes and security, safety and data‑handling policies.
• Maintain site SOPs, runbooks and knowledge articles; drive ticket quality audits and identify automation and service improvement opportunities.
• Deliver against KPIs including SLA attainment, IMAC turnaround, first‑visit resolution, CSAT, backlog health, asset accuracy and project milestones.

Required Skills & Qualifications

• Minimum of High School diploma and/or Associates or Bachelor’s degree in Computer Science , Information Technology, Engineering, or related field.
• 0-2 years in IT end‑user / field services support.
• Working knowledge of ITIL incident , request , change, problem and asset management.
• Hands‑on experience with ITSM tools such as ManageEngine ServiceDesk Plus, ServiceNow or BMC Remedy/Helix.
• Strong background in Windows and MacOS endpoints, M365, Active Directory / Entra ID, Okta, CrowdStrike, Webex, printers, mobile devices and basic networking.
• Working knowledge of endpoint management tools such as SCCM/MECM, ManageEngine, Intune or JAMF, including USB imaging.
• Ability to manage competing priorities, SLAs and escalations under pressure.
• Excellent communication and stakeholder management skills with end users, VIPs and client leadership.
• Valid driver's license, ability to travel between sites and lift up to 50 lbs, and flexibility for after‑hours and weekend support.
• Experience in government, healthcare or other regulated environments, DEX tools such as Nexthink, and large‑scale hardware refresh and site migrations is a plus.
• Certifications:
• o ITIL v4 Foundation Certification
• o CompTIA A+ or Networko Microsoft MD-102 or ServiceNow certifications

Location

This is an onsite role at the client facility in Des Moines, IA , with travel between client sites as required. While we attempt to honor candidate location preferences, business needs and position availability will determine final location assignment.

Start Date

New hires will start in December 2026 . While we will attempt to honor candidate start date preferences, business need and position availability will determine final start date assignment. Exact start date will be communicated with enough time for you to plan effectively.

Salary and Other Compensation

The annual salary for this position is $45,000 and is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Why Choose Us?

Cognizant delivers solutions that draw upon the full power and scale of our associates. You will be supported by high-caliber experts and employ some of the most advanced and patented capabilities. Our associates’ diverse backgrounds offer multifaceted perspectives and fuel new ways of thinking. We encourage lively discussions which inspire better results for our clients.

Benefits

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

Disclaimer

The hourly rate, 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.

Work Authorization

Due to the nature of this position, Cognizant cannot provide sponsorship for U.S. work authorization (including participation in a CPT/OPT program) for this role.

Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.