Onsite IT Field Services Specialist - CIS

Cognizant Technology Solutions Corporation; Carson City (NV); Vor Ort; USD 41.000 - 50.000; Vollzeit

Benefits dieser Stelle

Medical/Dental/Vision/Life Insurance

Paid holidays & PTO

401(k) plan

Long-term/Short-term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Zusammenfassung

Cognizant Technology Solutions Corporation seeks an onsite Field Services Support professional for management of day-to-day end-user support across client locations in Des Moines, IA. You will own IMAC requests, handle incidents, and coordinate with Service Desk, L3, network and vendors.

Travel between sites is required. The role emphasizes SLA attainment, asset management, and user satisfaction; आपको Windows and MacOS endpoints, M365, and security tooling experience.

Qualifikationen

• 0-2 years in IT end‑user / field services support.
• Experience with ITIL incident, request, change, problem and asset management.
• Hands-on with ITSM tools (ManageEngine, ServiceNow, BMC Remedy/Helix).
• Strong Windows and MacOS endpoint skills, M365, AD/Entra ID, Okta, CrowdStrike, Webex, printers and mobile devices.
• Knowledge of endpoint management tools (SCCM/MECM, Intune, JAMF) and USB imaging.
• Ability to manage priorities, SLAs and escalations under pressure.
• Excellent communication and stakeholder management with end users, VIPs, and client leadership.
• Travel capability with valid driver's license; lift up to 50 lbs; after-hours support.
• Experience in government/healthcare or regulated environments is a plus.
• Certifications: ITIL v4 Foundation; CompTIA A+ or Network+; MD-102 or ServiceNow certifications.

Aufgaben

• Monitor ITSM queues and balance workload based on impact, urgency and SLAs.
• Coordinate VIP support, incidents and outages; balance BAU vs project work.
• Escalate to ServiceDesk, L3 teams, network, server and vendors.
• Own IMAC requests and set up computers, peripherals and software.
• Image computers and oversee device refresh and redeployment.
• Update CMDB and asset lifecycle records for IMAC actions.
• Handle Level 1/2 calls and walk-ups; password resets; hardware/software troubleshooting.
• Provide desk-side support for desktop, printer, mobile, AV incidents; escalate as needed.
• Coordinate warranty repairs with vendors and manage spare parts inventory.
• Drive problem management for recurring issues; implement permanent fixes.
• Manage assets using AD, SCCM, ManageEngine, CrowdStrike, Okta, Webex.
• Handle surplus out-of-warranty equipment; wipe drives; prepare for GovDeals sale.
• Plan onsite support for infra projects; provide estimates and milestones.
• Coordinate after-hours/weekend change windows; adhere to ITIL and security policies.
• Maintain SOPs, runbooks, knowledge articles; seek automation and improvement.

Kenntnisse

ITIL knowledge

ITSM tools

Windows & MacOS

Active Directory / Entra ID

M365

Okta

CrowdStrike

Webex

Networking basics

Endpoint management tools

Ausbildung

Higher education in CS/IT/Engineering

Tools

ManageEngine ServiceDesk Plus

ServiceNow

BMC Remedy/Helix

SCCM/MECM

Intune

JAMF

Jobbeschreibung

Cognizant Technology Solutions Corporation seeks an onsite Field Services Support professional for management of day-to-day end-user support across client locations in Des Moines, IA. You will own IMAC requests, handle incidents, and coordinate with Service Desk, L3, network and vendors.

Travel between sites is required. The role emphasizes SLA attainment, asset management, and user satisfaction; आपको Windows and MacOS endpoints, M365, and security tooling experience.