PA- Systems Engineer

Cognizant; Palestine (TX); Hybrid; USD 45,000 - 65,000; Full time

Job summary

Cognizant is seeking a skilled IT Help Desk professional to deliver hybrid system and desktop support. The role focuses on incident and service request handling via ServiceNow, with emphasis on timely Windows troubleshooting and high-quality service desk outcomes.

You will investigate and resolve desktop issues, document resolutions, assist onboarding/offboarding, and collaborate with cross-functional teams to ensure stable, secure IT operations across both remote and office environments.

Qualifications

• At least 1 year of professional technology support experience.
• Experience with ServiceNow or similar ticketing platforms.
• Proficiency with Windows desktop environments.
• Strong communication with stakeholders.
• Ability to work in a hybrid environment.

Responsibilities

• Handle end user incidents and service requests through ServiceNow with clear documentation and timely updates to ensure high satisfaction and reduced resolution time for business users.
• Provide detailed troubleshooting and resolution for Windows operating system and desktop environment issues to keep devices secure, stable and consistently available for daily business operations.
• Manage service desk tickets from intake through closure with proper categorization, prioritization and escalation details.
• Perform remote desktop support using approved tools to diagnose and resolve hardware, software, and connectivity issues without disrupting user productivity.
• Monitor incident queues and proactively follow up to ensure open issues progress toward resolution and do not impact critical business processes.
• Coordinate with application support and infrastructure teams by sharing clear technical findings and incident history.
• Apply knowledge of Windows configurations, user profiles, and access controls to address login problems, software installation needs, and performance concerns.
• Maintain updated procedural knowledge base articles by capturing recurring incident patterns and solutions.
• Support onboarding and offboarding by preparing account access configurations and desktop readiness.
• Communicate incident status and resolution steps clearly to users and internal partners.
• Contribute to continuous improvement initiatives across incident management and service desk operations.
• Follow organizational security practices to protect data privacy and compliance requirements.
• Engage with team in the hybrid work environment with regular updates and shared task tracking.

Skills

Incident management

Ticketing systems

Windows desktop

Remote desktop support

Communication

Problem analysis

Team collaboration

Tools

ServiceNow

Job description

Job Summary

Perform comprehensive system and desktop support activities within a hybrid work model by managing incidents and service requests through Service Now and related platforms. Provide timely resolution for Windows and end user issues while maintaining high service desk quality standards. Contribute to reliable technology operations that enable business productivity and positive user experience.

Job Summary

Perform comprehensive system and desktop support activities within a hybrid work model by managing incidents and service requests through Service Now and related platforms. Provide timely resolution for Windows and end user issues while maintaining high service desk quality standards. Contribute to reliable technology operations that enable business productivity and positive user experience.

Responsibilities

• Handle end user incidents and service requests through Service Now with clear documentation and timely updates to ensure high satisfaction and reduced resolution time for business users.
• Provide detailed troubleshooting and resolution for Windows operating system and desktop environment issues to keep devices secure stable and consistently available for daily business operations.
• Manage service desk tickets from intake through closure while maintaining accurate categorization prioritization and escalation details to support efficient technology workflows.
• Perform remote desktop support activities using approved remote tools to diagnose and resolve hardware application and connectivity issues without disrupting user productivity.
• Monitor incident queues throughout the day and proactively follow up with stakeholders to ensure that open issues progress steadily toward resolution and do not impact critical business processes.
• Coordinate with application support and infrastructure teams by sharing clear technical findings and incident history so that complex problems are resolved quickly and aligned with technology standards.
• Apply knowledge of Windows configurations user profiles and access controls to address login problems software installation needs and performance concerns in a secure compliant manner.
• Maintain updated procedural knowledge base articles by capturing recurring incident patterns and solutions so that future service desk interactions become faster and more consistent.
• Support onboarding and offboarding activities by preparing account access configurations and desktop environment readiness that help new and departing personnel transition smoothly.
• Communicate incident status and resolution steps in an understandable manner to users and internal partners so that expectations are managed and technology changes are clearly recognized.
• Contribute to continuous improvement initiatives across incident management and service desk operations by analyzing ticket trends and suggesting practical changes to processes and tools.
• Follow organizational policies and security practices during all support activities to protect data privacy system integrity and adherence to regulatory and compliance requirements.
• Engage collaboratively with team members in the hybrid work environment through regular updates and shared task tracking so that support coverage remains consistent across remote and office days.

Qualifications

• Demonstrate hands on experience with structured incident management practices and ticket lifecycle handling that reflects at least one year of professional exposure in technology support.
• Exhibit strong familiarity with service desk operations and user communication etiquette that enables calm accurate and respectful interactions with diverse business stakeholders.
• Utilize practical experience working with Service Now or similar ticketing platforms including logging incidents prioritizing tasks and recording work notes with disciplined consistency.
• Apply working knowledge of Windows desktop environments including configuration troubleshooting and basic administration to resolve standard operating system related issues.
• Show proficiency in remote desktop support methods such as remote connectivity diagnosis and software setup that align with hybrid work models and distributed user bases.
• Display capacity to analyze incident trends and recurring problems in order to identify areas for process refinement and improved stability of desktop and system services.
• Demonstrate willingness to learn and grow within systems engineering and support domains by staying current with organizational standards new tools and evolving user technology needs.