Onsite IT Field Services Specialist (CIS)

Cognizant Technology Solutions Corporation; Topeka (KS); Presencial; USD 41.000 - 50.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

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

Descripción de la vacante

Cognizant is seeking an onsite Field Services Support professional to manage end-user support across client locations, handle IMAC requests, and partner with IT teams. The role requires travel between sites, strong ITIL knowledge, and experience with ITSM tools.

Starting in December 2026, the position offers a full-time onsite schedule at client facilities, including Des Moines, IA, with a salary of $45,000 and eligible incentives.

Formación

• High School diploma and/or Associates or Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field.
• 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: ITIL v4 Foundation Certification; CompTIA A+ or Network+; Microsoft MD-102 or ServiceNow certifications

Responsabilidades

• 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 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.

Educación

Bachelor's degree in Computer Science, Information Technology, Engineering, or related field

Herramientas

ManageEngine ServiceDesk Plus

ServiceNow

BMC Remedy/Helix

SCCM/MECM

Intune

JAMF

Active Directory / Entra ID

Okta

CrowdStrike

Webex

Descripción del empleo

Cognizant is seeking an onsite Field Services Support professional to manage end-user support across client locations, handle IMAC requests, and partner with IT teams. The role requires travel between sites, strong ITIL knowledge, and experience with ITSM tools.

Starting in December 2026, the position offers a full-time onsite schedule at client facilities, including Des Moines, IA, with a salary of $45,000 and eligible incentives.