Onsite IT Field Technician: IMAC & End-User Support

Cognizant Technology Solutions Corporation; Louisville (KY); 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 an onsite Field Services Support professional to manage day-to-day end-user support across client locations. You will handle IMACs, outages, and project support, ensuring SLA attainment and customer satisfaction.

Role requires travel between sites, after-hours availability, and strong ITIL/ITSM experience. Competitive benefits and a structured work environment are offered.

Qualifications

• Minimum of 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 is a plus.
• Certifications: ITIL v4 Foundation; CompTIA A+ or Network+; Microsoft MD-102 or ServiceNow certifications.

Responsibilities

• Monitor ITSM queues and balance work based on impact, urgency and SLA.
• Coordinate VIP and executive support, critical incidents and site outages.
• Escalate and coordinate with Service Desk, L3 resolver groups and vendor teams.
• Own IMAC requests and set up computers, peripherals and software for end users.
• Image computers and oversee device refresh and redeployment.
• Ensure asset tagging, CMDB updates, and lifecycle records.
• Take Level 1/2 calls and log in ServiceDesk Plus, resolving issues from password resets to hardware/software troubleshooting.
• Provide desk-side support for desktop, laptop, printer, mobile, AV and peripherals.
• Coordinate warranty repairs and manage spare parts inventory.
• Drive problem management and permanent fixes for recurring issues.
• Manage assets with Active Directory, SCCM, ManageEngine, CrowdStrike and Okta; Webex accounts for Medicaid call center users.
• Plan onsite support for infrastructure projects and report milestones.
• Coordinate after-hours/weekend change windows following change management.

Skills

ITIL

ServiceDesk Plus

ServiceNow

BMC Remedy

Windows

MacOS

M365

Active Directory

Entra ID

Okta

CrowdStrike

Webex

SCCM

Intune

JAMF

USB imaging

Communication

Stakeholder management

Travel

Education

High School diploma

Associates or Bachelor’s degree in Computer Science, IT, Engineering, or related field

Tools

ManageEngine ServiceDesk Plus

ServiceNow

BMC Remedy/Helix

SCCM/MECM

Intune

JAMF

GlobalProtect/Entra ID tools

Job description

Cognizant Technology Solutions Corporation seeks an onsite Field Services Support professional to manage day-to-day end-user support across client locations. You will handle IMACs, outages, and project support, ensuring SLA attainment and customer satisfaction.

Role requires travel between sites, after-hours availability, and strong ITIL/ITSM experience. Competitive benefits and a structured work environment are offered.