IT Support Technician

Cognizant; Menlo Park (CA); On-site; USD 63,000 - 74,000; Full time

Job summary

Cognizant is seeking an IT Support Technician for a full-time on-site role in Menlo Park, CA. The ideal candidate brings 5–7 years of end-user IT support, strong troubleshooting skills, and fluency in English.

The position requires walking customers through problem-solving, handling ticketing and escalation, and basic network understanding. The role includes asset management, shipping/receiving, and support for video conferencing equipment, with a focus on delivering clear, customer-oriented

Qualifications

• 5-7 years in IT technical support focused on end-user support.
• Proven experience as a help desk or IT support technician.
• Proficiency in troubleshooting computer systems, mobile devices and tech products (MDM, iOS/Android, Mac, Windows, Linux).
• Ability to diagnose and resolve complex end-user technical issues.
• Excellent English communication and task management skills.
• Customer-oriented technical professional.

Responsibilities

• Serve as the first point of contact for customers at walk-up locations, by phone, chat, or email.
• Perform remote troubleshooting and diagnose issues.
• Provide high level of customer service and issue resolution.
• Record events and resolutions in internal ticketing systems.
• Escalate unresolved issues to next level support.
• Manage daily administration, asset distribution/setup, and IT vending inventory.
• Provide video conferencing support and troubleshoot equipment.

Skills

End-user support

Troubleshooting

Help desk

Network basics

English proficiency

Ticketing systems

Mobile devices (MDM, iOS/Android)

Windows/Mac/Linux

Tools

Ticketing systems

Job description

Cognizant is seeking an IT Support Technician for a full-time opportunity in Menlo Park, CA. This is a full-time onsite opportunity. Applicants must be authorized to work in the US. Cognizant will not offer visa sponsorship now or anytime in the future

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance in person at walk-up support locations, over the phone,

  remote connection software, chat, and email

• Flexible, able to multitask, and prioritize reported issues

• Provide a high level of customer service to users seeking problem resolution

• Perform remote troubleshooting through diagnostic techniques and pertinent questions

• Determine the best solution based on the issue and details provided by customers

• Walk the customer through the problem-solving process

• Direct unresolved issues to the next level of support personnel

• Provide accurate information on IT products or services

• Record events and problems and their resolution in internal ticketing systems

• Follow-up and update customer status and information

• Pass on any feedback or suggestions by customers to the appropriate internal team

• Logistics responsibilities include providing overall management in daily administration, asset

  Distribution/ setup, and shipping/ receiving. Inventory of storage spaces, stocking, and maintenance of IT vending machines.

• Level 1 video conferencing support including troubleshooting of video conferencing equipment and inspection of video conferencing

  spaces and technical support of event spaces and events.

• Proven experience in end-user network troubleshooting tools and practices, including basic understanding of network infrastructure

• Act as the local escalation point for level 1 and level 2 technicians. Be a liaison for escalations to the local or regional FTE and cross[1]functional partners.

Qualifications

• Technical support professional with 5-7 years’ experience in the IT technical support field focused on end-user support

• Proven experience as a help desk technician or IT support technician

• Excellent understanding and troubleshooting resolution skills of computer systems, mobile devices and other tech products

  including mobile device management (MDM), iOS/ Android, Mac, Windows, and Linux operating systems.

• Ability to diagnose and resolve complex end-user technical issues

• Proficiency in English, excellent task management, verbal, and written communication skills

• Customer-oriented technical professional.

The salary range for this role is between $63,000 and $74,000 depending on skills and qualifications of the candidate. Applications will be accepted till 9/30/2026.