Onsite IT Field Services Specialist

Cognizant Technology Solutions Corporation; Salt Lake City (UT); On-site; USD 41,000 - 50,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays plus Paid Time Off

401(k) plan and contributions

Long-term/Short-term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Job summary

Cognizant Technology Solutions Corporation is seeking a Field Services Support professional for onsite end-user support across client locations in Des Moines, IA. The role manages IMAC requests, breaks/fix incidents, and infrastructure project support with travel between sites as required.

The position requires ITIL-based incident/asset management experience, familiarity with ITSM tools, and strong communication skills to support desktop, laptop, printer and mobile devices.

Qualifications

• 0-2 years in IT end-user / field services support.
• Working knowledge of ITIL incident, request, change, problem and asset management.
• Hands-on experience with ITSM tools such as ManageEngine ServiceDesk Plus, ServiceNow or BMC Remedy/Helix.
• Strong background in Windows and MacOS endpoints, M365, Active Directory / Entra ID, Okta, CrowdStrike, Webex, printers, mobile devices and basic networking.
• Working knowledge of endpoint management tools such as SCCM/MECM, ManageEngine, Intune or JAMF, including USB imaging.
• Ability to manage competing priorities, SLAs and escalations under pressure.
• Excellent communication and stakeholder management skills with end users, VIPs and client leadership.
• Valid driver's license, ability to travel between sites and lift up to 50 lbs, and flexibility for after-hours and weekend support.
• Experience in government, healthcare or other regulated environments, DEX tools such as Nexthink, and large-scale hardware refresh and site migrations is a plus.
• Certifications:
• o ITIL v4 Foundation Certification
• o CompTIA A+ or Network+
• o Microsoft MD-102 or ServiceNow certifications

Responsibilities

• Monitor team queues in the ITSM tool; assign, balance and re-prioritize work based on impact, urgency and SLA.
• Coordinate VIP and executive support, critical incidents and site outages, balancing BAU tickets against project work.
• Escalate and coordinate with Service Desk, L3 resolver groups, network, server and vendor teams.
• Own fulfillment of Install, Move, Add and Change (IMAC) requests, including setting up computers, peripherals and software for end users.
• Image computers using bootable USB media, deploy them to end users, and oversee device refresh and redeployment.
• Ensure accurate asset tagging, CMDB updates, and asset lifecycle records for every IMAC action.
• Take Level 1 and Level 2 calls and walk‑ups, log them in ServiceDesk Plus, and resolve issues from password resets to hardware and software troubleshooting.
• Provide desk‑side support for desktop, laptop, printer, mobile, AV and peripheral incidents, escalating to ServiceDesk Plus resolver groups as needed.
• Coordinate warranty repairs with vendor technicians and manage spare‑parts inventory.
• Drive problem management for recurring issues and implement permanent fixes.
• Manage user and computer assets using Active Directory, SCCM, ManageEngine, CrowdStrike and Okta, and Webex accounts for Medicaid call center users.
• Manage surplus out‑of‑warranty equipment: wipe hard drives, remove computer objects from the network, and prepare equipment for sale on GovDeals.
• Plan onsite support for infrastructure projects (hardware refresh, migrations, office moves, network cutovers, site build‑outs ), provide estimates and report progress against milestones.
• Coordinate after‑hours and weekend change windows following the change management process.
• Ensure adherence to ITIL processes and security, safety and data‑handling policies.
• Maintain site SOPs, runbooks and knowledge articles; drive ticket quality audits and identify automation and service improvement opportunities.
• Deliver against KPIs including SLA attainment, IMAC turnaround, first‑visit resolution, CSAT, backlog health, asset accuracy and project milestones.

Skills

IT end-user support

ITIL knowledge

ITSM tools

Windows & MacOS

Active Directory / Entra ID

Endpoint management

Prioritization under SLA

Communication skills

Travel for work

Security/compliance awareness

Education

High School diploma or higher

Tools

ManageEngine ServiceDesk Plus

ServiceNow

BMC Remedy/Helix

SCCM/MECM

Intune

JAMF

Job description

Cognizant Technology Solutions Corporation is seeking a Field Services Support professional for onsite end-user support across client locations in Des Moines, IA. The role manages IMAC requests, breaks/fix incidents, and infrastructure project support with travel between sites as required.

The position requires ITIL-based incident/asset management experience, familiarity with ITSM tools, and strong communication skills to support desktop, laptop, printer and mobile devices.