Onsite IT Field Services Technician (CIS)

Cognizant Technology Solutions Corporation; Juneau (AK); 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 seeks a Field Services Support professional for onsite end-user support across client locations. You will manage IMAC requests, handle incidents, and support infrastructure projects, aiming for SLA attainment and high customer satisfaction.

The role is full-time and onsite with travel between sites. Candidates should have 0-2 years in IT service delivery, familiarity with ITIL processes, and experience with ITSM tools.

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, after-hours and weekend support.

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 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

ITIL knowledge

End-user support

VIP & executive support

ServiceDesk Plus

Windows & MacOS endpoints

Active Directory / Entra ID

Okta

CrowdStrike

Webex

Networking basics

SCCM/MECM

Intune or JAMF

Education

High School diploma or higher in Computer Science / IT / Engineering or related field

Tools

ManageEngine ServiceDesk Plus

ServiceNow

BMC Remedy/Helix

Job description

Cognizant Technology Solutions Corporation seeks a Field Services Support professional for onsite end-user support across client locations. You will manage IMAC requests, handle incidents, and support infrastructure projects, aiming for SLA attainment and high customer satisfaction.

The role is full-time and onsite with travel between sites. Candidates should have 0-2 years in IT service delivery, familiarity with ITIL processes, and experience with ITSM tools.