Onsite IT Field Services Technician - End User Support

Cognizant Technology Solutions Corporation; Austin (TX); On-site; USD 41,000 - 50,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays plus PTO

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 professional to manage day-to-day end-user support at client facilities in Des Moines, IA. The role covers IMAC, incident resolution, asset management and site project support, with travel between client sites as required.

The candidate should have ITIL experience, ITSM tooling know-how, and strong communication skills to coordinate with VIPs and stakeholders.

Qualifications

• Minimum of High School diploma and/or Associates or Bachelor’s degree in Computer Science, IT, 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, AD/Entra ID, Okta, CrowdStrike, Webex, printers and networking.
• Experience with endpoint management tools (SCCM/MECM, Intune, JAMF).
• Ability to manage priorities, SLAs and escalations under pressure.
• Excellent communication and stakeholder management with end users and client leadership.
• Valid driver's license, travel between sites, and ability to lift up to 50 lbs; after-hours support.
• Experience in regulated environments is a plus.
• Certifications such as ITIL v4 Foundation, CompTIA A+/Network+, MD-102 or ServiceNow are a plus.

Responsibilities

• Onsite end-user support delivery across client locations, handling IMAC requests and incidents.
• Maintain SLA attainment and customer satisfaction; coordinate with various resolver groups.
• Image and deploy computers; oversee asset lifecycle and CMDB updates.
• Provide desk-side support for devices; manage password resets and basic troubleshooting.
• Coordinate warranty repairs and spare parts; manage asset inventory.
• Plan onsite support for infrastructure projects and report milestones.
• Adhere to ITIL, security and data-handling policies; maintain SOPs and knowledge articles.
• Drive ticket quality audits and identify automation opportunities.

Skills

0-2 years IT end‑user support

ITIL knowledge

End-user support tools

Windows & MacOS, M365

Active Directory/Entra ID

Okta/CrowdStrike/Webex

Endpoint management tools

SLA management

Strong communication

Travel readiness

Education

High School diploma and/or Associates or Bachelor’s degree in CS/IT/Engineering

Tools

ManageEngine ServiceDesk Plus

ServiceNow

BMC Remedy/Helix

SCCM/MECM

Intune

JAMF

Active Directory/Entra ID

CrowdStrike

Webex

Job description

Cognizant Technology Solutions Corporation is seeking an on-site Field Services Support professional to manage day-to-day end-user support at client facilities in Des Moines, IA. The role covers IMAC, incident resolution, asset management and site project support, with travel between client sites as required.

The candidate should have ITIL experience, ITSM tooling know-how, and strong communication skills to coordinate with VIPs and stakeholders.