Onsite IT Field Technician – CIS & IMAC Support

Cognizant Technology Solutions Corporation; Boise (ID); Vor Ort; USD 41.000 - 50.000; Vollzeit

Benefits dieser Stelle

Medical/Dental/Vision/Life Insurance

401(k) plan and contributions

Paid holidays plus Paid Time Off

Long-term/Short-term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Zusammenfassung

Cognizant is seeking an on-site Field Services Support resource to manage end-user support across client locations, handling IMAC requests, incidents, and infrastructure project support while meeting SLAs and customer satisfaction metrics.

The role requires 0-2 years in IT end-user support, hands-on ITSM tooling experience, and strong Windows/macOS and AD proficiency. Some travel between sites is expected; December 2026 start is anticipated.

Qualifikationen

• 0-2 years in IT end-user / field services support.
• Hands-on experience with ITSM tools such as ManageEngine ServiceDesk Plus, ServiceNow or BMC Remedy/Helix.

Aufgaben

• Monitor ITSM queues and balance work by impact, urgency and SLA.
• Coordinate VIP and executive support, critical incidents and site outages, balancing BAU tickets against project work.
• Escalate with Service Desk, L3 resolver groups, network, server and vendor teams.
• Own IMAC requests and set up computers, peripherals and software for end users.
• Image computers using bootable USB media and deploy to end users.
• Update CMDB and asset lifecycle records for IMAC actions.
• Handle Level 1/2 calls and log in ServiceDesk Plus; resolve basic issues.
• Provide desk-side support for desktops, printers, mobile devices and peripherals.
• Coordinate warranty repairs and manage spare parts inventory.
• Drive problem management and permanent fixes.
• Manage assets using Active Directory, SCCM, ManageEngine, CrowdStrike, Okta, Webex for Medicaid call center users.
• Manage surplus equipment and prepare for GovDeals.
• Plan onsite support for infrastructure projects and track milestones.
• Coordinate after-hours and weekend change windows per change management.
• Ensure ITIL processes and security policies.
• Maintain SOPs, runbooks and knowledge; drive ticket quality audits and automation.
• Deliver against KPIs: SLA attainment, IMAC turnaround, first-visit resolution, CSAT, backlog health and milestones.

Kenntnisse

End-user support

ITIL knowledge

Windows/macOS support

Active Directory

SCCM/MECM

Ausbildung

ITIL v4 Foundation Certification

CompTIA A+ or Network+

Microsoft MD-102

ServiceNow certification

Tools

ManageEngine ServiceDesk Plus

ServiceNow

BMC Remedy/Helix

Active Directory / Entra ID

Okta

CrowdStrike

Webex

SCCM/MECM

Intune

JAMF

Jobbeschreibung

Cognizant is seeking an on-site Field Services Support resource to manage end-user support across client locations, handling IMAC requests, incidents, and infrastructure project support while meeting SLAs and customer satisfaction metrics.

The role requires 0-2 years in IT end-user support, hands-on ITSM tooling experience, and strong Windows/macOS and AD proficiency. Some travel between sites is expected; December 2026 start is anticipated.