Help Desk Specialist: IT Support & Onboarding

Cogeco Ontario; Natick (MA); On-site; USD 60,000 - 92,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) plan with company matching

Disability insurance

Paid time off

Job summary

Cognex is hiring for a Help Desk Support role based onsite five days per week in the US. You will provide first‑line IT support for end users, onboard new Cognoids, monitor help desk metrics, and maintain systems while developing training materials.

The role emphasizes automation, documentation, and vendor coordination to improve efficiency. The ideal candidate has 1–5 years in IT support, strong communication, and familiarity with O365, Teams, SharePoint, Azure AD, and ITIL practices.

Qualifications

• :Bachelor’s degree in IT/CS/IS required
• :1-5 years of IT support, systems administration, infrastructure, networking, or related field
• :Strong communication and customer service skills; ability to work cross-functionally

Responsibilities

• Provides Help Desk first point of contact for Cognex users via ServiceNow, phone, and walk-ins.
• Onboards new Cognoids and deploys equipment on their first day.
• Monitors and reports on Help Desk metrics (1st response time, MTTR, Teams health, SolarWinds).
• Maintains platforms, conducts upgrades, and develops training materials.
• Identifies automation opportunities and implements enhancements (may involve coding).
• Creates and validates technical documentation and FAQs.
• Leads regional/global tech upgrade projects under guidance.
• Negotiates pricing with vendors and supports vendor relationships.

Skills

Customer support

O365

Teams

SharePoint

Azure AD

Intune

PowerShell

Networking

ITIL

Education

Bachelor’s degree in Information Technology/Computer Science/Information Systems

Tools

ServiceNow

SolarWinds

Exchange

Teams

SharePoint

Job description

Cognex is hiring for a Help Desk Support role based onsite five days per week in the US. You will provide first‑line IT support for end users, onboard new Cognoids, monitor help desk metrics, and maintain systems while developing training materials.

The role emphasizes automation, documentation, and vendor coordination to improve efficiency. The ideal candidate has 1–5 years in IT support, strong communication, and familiarity with O365, Teams, SharePoint, Azure AD, and ITIL practices.