Onsite IT Field Support Engineer (Travel)

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

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

401(k) plan and contributions

Paid holidays and PTO

Long-term/Short-term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Job summary

Cognizant Technology Solutions Corporation is seeking a on-site Field Services Support professional for Des Moines, IA, covering IMAC, break‑fix incidents and infrastructure project support with travel between client sites as required.

Role requires ITIL discipline, ITSM tool proficiency (ManageEngine, ServiceNow, BMC Remedy), and strong Windows/MacOS, M365, AD/Entra ID, and endpoint management experience along with excellent communication for VIP and client leadership.

Qualifications

• 0-2 years in IT end-user / field services support.
• 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.

Responsibilities

• Monitor ITSM queues and balance workload.
• Coordinate VIP and executive support, critical incidents and outages.
• Escalate and coordinate with Service Desk, L3 resolver groups, network, server and vendor teams.
• Own IMAC requests, including setting up computers, peripherals and software.
• Image computers using bootable USB media and oversee device refresh.
• Maintain asset tagging, CMDB updates, and asset lifecycle records.
• Handle Level 1/2 calls and walk-ups, log in ServiceDesk Plus, resolve password resets to hardware/software issues.
• Provide desk-side support for desktops, printers, mobile devices and peripherals, escalating as needed.
• Coordinate warranty repairs and manage spare-parts inventory.
• Drive problem management for recurring issues and implement fixes.
• Manage assets with AD, SCCM, ManageEngine, CrowdStrike and Okta; Webex accounts for Medicaid call center users.
• Prepare surplus equipment for sale and coordinate site builds/moves.
• Plan onsite support for infrastructure projects and report milestones.
• Coordinate after-hours and weekend change windows per change management.
• Ensure ITIL processes and security/data-handling policies are followed.
• Maintain SOPs, runbooks and knowledge articles; pursue automation and service improvements.
• Deliver against KPIs like SLA attainment and first-visit resolution.

Skills

End-user support

ITIL processes

Stakeholder management

Communication skills

Windows/macOS

On-site support

Travel flexibility

Education

Associate or Bachelor’s in CS/IT/Engineering

High School diploma

Tools

ManageEngine ServiceDesk Plus

ServiceNow

BMC Remedy/Helix

SCCM/MECM

Active Directory

Job description

Cognizant Technology Solutions Corporation is seeking a on-site Field Services Support professional for Des Moines, IA, covering IMAC, break‑fix incidents and infrastructure project support with travel between client sites as required.

Role requires ITIL discipline, ITSM tool proficiency (ManageEngine, ServiceNow, BMC Remedy), and strong Windows/MacOS, M365, AD/Entra ID, and endpoint management experience along with excellent communication for VIP and client leadership.