Hybrid Desktop Support Engineer: Incident & Productivity

Cognizant; Jacksonville (FL); Hybrid; USD 38,000 - 68,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays and PTO

401(k) plan and contribution

Long-term/Short-term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Job summary

Cognizant is seeking a Desktop Support Engineer in Jacksonville, FL, offering 5+ years of remote desktop support experience. The role supports a hybrid workforce and involves resolving OS, application, and hardware issues while maintaining security and user productivity.

Responsibilities include leading incident intake, documenting procedures, and coaching teammates to improve diagnostics, knowledge sharing, and customer satisfaction. Requires strong communication and problem-solving skills.

Qualifications

• Five to eight years of progressive remote desktop support experience in large corporate environments.
• Proficiency with remote support platforms, ticketing systems, OS and endpoint management tools.
• Clear customer-oriented communication in verbal and written form.
• Experience documenting procedures and maintaining configuration records.
• Familiarity with property and casualty insurance processes is a plus.
• Strong analytical and problem-solving mindset to reduce recurring incidents.
• Adaptability to hybrid work arrangements and day shift operations.

Responsibilities

• Lead day to day remote desktop support operations and coordinate incident intake and resolution.
• Oversee analysis and resolution of complex remote desktop issues across locations.
• Provide detailed troubleshooting for remote access tools and VDI environments.
• Drive process improvements and streamline workflows to boost response and first-contact resolution.
• Coordinate with infrastructure, applications, and security teams on incidents and corrective actions.
• Create and maintain knowledge base articles, runbooks, and support documentation.
• Manage ticket queues and metrics to align with service level expectations.
• Collaborate with stakeholders on maintenance windows and change activities.
• Mentor engineers through coaching and feedback to improve diagnostics and customer focus.
• Identify risk patterns and promote secure configuration practices.
• Engage with insurance stakeholders to align support with workflows and regulatory needs.
• Evaluate tools and reporting dashboards with management for better visibility and decisions.
• Coordinate hybrid work resources to ensure timely support across sites.

Skills

Remote desktop support

Diagnostics

Customer communication

Documentation

Hybrid work adaptation

Tools

Ticketing systems

Endpoint management tools

Remote support platforms

Job description

Cognizant is seeking a Desktop Support Engineer in Jacksonville, FL, offering 5+ years of remote desktop support experience. The role supports a hybrid workforce and involves resolving OS, application, and hardware issues while maintaining security and user productivity.

Responsibilities include leading incident intake, documenting procedures, and coaching teammates to improve diagnostics, knowledge sharing, and customer satisfaction. Requires strong communication and problem-solving skills.