Onsite IT Field Support Technician — End-User & IMAC

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

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays and 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 onsite Field Services Support professional to manage day-to-day end-user support across client locations, handling IMAC requests, break-fix incidents and infrastructure project support. The role emphasizes SLA attainment, customer satisfaction and active collaboration with IT teams.

Des Moines, IA-based, with occasional travel to other sites as required; December 2026 start.

Qualifications

• 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+ or 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

Job description

Cognizant Technology Solutions Corporation is seeking an onsite Field Services Support professional to manage day-to-day end-user support across client locations, handling IMAC requests, break-fix incidents and infrastructure project support. The role emphasizes SLA attainment, customer satisfaction and active collaboration with IT teams.

Des Moines, IA-based, with occasional travel to other sites as required; December 2026 start.