Hybrid Systems Engineer: IT Support & Incident Management

Cognizant; Palestine (TX); Hybrid; USD 45,000 - 65,000; Full time

Job summary

Cognizant is seeking a skilled IT Help Desk professional to deliver hybrid system and desktop support. The role focuses on incident and service request handling via ServiceNow, with emphasis on timely Windows troubleshooting and high-quality service desk outcomes.

You will investigate and resolve desktop issues, document resolutions, assist onboarding/offboarding, and collaborate with cross-functional teams to ensure stable, secure IT operations across both remote and office environments.

Qualifications

• At least 1 year of professional technology support experience.
• Experience with ServiceNow or similar ticketing platforms.
• Proficiency with Windows desktop environments.
• Strong communication with stakeholders.
• Ability to work in a hybrid environment.

Responsibilities

• Handle end user incidents and service requests through ServiceNow with clear documentation and timely updates to ensure high satisfaction and reduced resolution time for business users.
• Provide detailed troubleshooting and resolution for Windows operating system and desktop environment issues to keep devices secure, stable and consistently available for daily business operations.
• Manage service desk tickets from intake through closure with proper categorization, prioritization and escalation details.
• Perform remote desktop support using approved tools to diagnose and resolve hardware, software, and connectivity issues without disrupting user productivity.
• Monitor incident queues and proactively follow up to ensure open issues progress toward resolution and do not impact critical business processes.
• Coordinate with application support and infrastructure teams by sharing clear technical findings and incident history.
• Apply knowledge of Windows configurations, user profiles, and access controls to address login problems, software installation needs, and performance concerns.
• Maintain updated procedural knowledge base articles by capturing recurring incident patterns and solutions.
• Support onboarding and offboarding by preparing account access configurations and desktop readiness.
• Communicate incident status and resolution steps clearly to users and internal partners.
• Contribute to continuous improvement initiatives across incident management and service desk operations.
• Follow organizational security practices to protect data privacy and compliance requirements.
• Engage with team in the hybrid work environment with regular updates and shared task tracking.

Skills

Incident management

Ticketing systems

Windows desktop

Remote desktop support

Communication

Problem analysis

Team collaboration

Tools

ServiceNow

Job description

Cognizant is seeking a skilled IT Help Desk professional to deliver hybrid system and desktop support. The role focuses on incident and service request handling via ServiceNow, with emphasis on timely Windows troubleshooting and high-quality service desk outcomes.

You will investigate and resolve desktop issues, document resolutions, assist onboarding/offboarding, and collaborate with cross-functional teams to ensure stable, secure IT operations across both remote and office environments.