Desktop Support

Found in: beBee S US - 2 weeks ago

Sandston, United States Cognizant Technology Solutions Full time

Cognizant is seeking an End User /Desktop Support Tech for a full-time opportunity in Sandston, VA

This position is also eligible for Cognizant’s discretionary annual incentive program and stock awards, based on performance and subject to the terms of Cognizant’s applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

  • 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

Disclaimer: The information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

 

Responsibilities

·       Serve as the first point of contact for customers seeking technical assistance in person at walkup support locations, over the phone, remote connection software, chat, and email.

·       Flexible, able to multitask, and prioritize reported issues.

·       Provide a high level of customer service to users seeking problem resolution.

·       Perform remote troubleshooting through diagnostic techniques and pertinent questions.

·       Determine the best solution based on the issue and details provided by customers.

·       Walk the customer through the problem-solving process.

·       Direct unresolved issues to the next level of support personnel

·       Provide accurate information on IT products or services.

·       Record events and problems and their resolution in internal ticketing systems

·       Follow-up and update customer status and information

·       Pass on any feedback or suggestions by customers to the appropriate internal team

·       Logistics responsibilities include providing overall management in daily administration, asset distribution/ setup, and shipping/ receiving. Inventory of storage spaces, stocking, and maintenance of IT vending machines.

·       Level 1 video conferencing support including troubleshooting of video conferencing equipment and inspection of video conferencing spaces and technical support of event spaces and events.

·       Proficient in end-user network troubleshooting tools and practices

 

 

Qualifications:

·       Proven experience as a help desk technician or IT support technician

·       Strong understanding and troubleshooting resolution skills of computer systems, mobile devices and other tech products including mobile device management (MDM), iOS/ Android, Mac, Windows, and Linux operating systems.

·       Ability to diagnose and resolve basic to moderately complex end-user technical issues.

·       Proficiency in English, excellent task management, verbal, and written communication skills

·       Customer-oriented technical professional

·       Technical support professional with experience in the IT technical support field focused on end-user support.