IT Support Technician

Cognizant; Washington (District of Columbia); On-site; USD 63,000 - 74,000; Full time

Job summary

Cognizant is seeking an IT Support Technician for an onsite, full-time position in Washington, DC. The role requires strong end-user support and multi-channel engagement to resolve technical issues efficiently.

Responsibilities include walk-in and remote support, troubleshooting, ticketing, asset management, and video conferencing support. Applicants must be authorized to work in the US; no visa sponsorship is offered.

Qualifications

• 5–7 years of IT technical support experience focused on end-user support.
• Experience as a help desk or IT support technician.
• Strong troubleshooting for computer systems, mobiles, MDM, iOS/Android, Mac, Windows, Linux.
• Fluent English, strong communication and task management.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance in person, by phone, chat, and email.
• Provide high level of customer service and resolve issues promptly.
• Perform remote troubleshooting and guide users through problem-solving steps.
• Log events and resolutions in internal ticketing systems.
• Escalate unresolved issues to the next level as needed.
• Assist with daily administration, asset distribution, shipping/receiving, and inventory.
• Provide Level 1 video conferencing support and basic network troubleshooting.
• Act as local escalation point for Level 1/2 technicians and cross-functional partners.

Skills

End-user support

Help desk

MDM

Troubleshooting

Tools

Ticketing systems

Job description

Cognizant is seeking an IT Support Technician for a full-time opportunity in Washington, DC. 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.