Onsite IT Field Services Technician - CIS

Cognizant Technology Solutions Corporation; Augusta (ME); 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 an on‑site Field Services Support specialist to manage day‑to‑day end‑user support across client locations. You will handle IMAC requests, incidents, and infrastructure project support, ensuring SLA attainment and high customer satisfaction.

The role requires travel between sites, after‑hours support, and adherence to ITIL processes. Strong knowledge of Windows/MacOS, M365, AD/Entra ID and ITSM tools is essential.

Qualifications

• Minimum of 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, CompTIA A+ or Networko, 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

End-user support

Customer service

ITIL knowledge

Communication skills

Travel flexibility

Onsite support

Education

High School diploma or Associate/Bachelor in CS/IT/Engineering

Tools

ManageEngine ServiceDesk Plus

ServiceNow

BMC Remedy/Helix

Active Directory

SCCM/MECM

Intune

JAMF

Job description

Cognizant Technology Solutions Corporation is seeking an on‑site Field Services Support specialist to manage day‑to‑day end‑user support across client locations. You will handle IMAC requests, incidents, and infrastructure project support, ensuring SLA attainment and high customer satisfaction.

The role requires travel between sites, after‑hours support, and adherence to ITIL processes. Strong knowledge of Windows/MacOS, M365, AD/Entra ID and ITSM tools is essential.