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Deskside Support L2

2 months ago

HoustonTXLouisiana St, United States Cognizant Full time

Practice - CIS - Cloud, Infrastructure, and Security Services

About Cloud Infrastructure & Security Services: Cognizant’s Cloud, Infrastructure, and Security Services Practice (CIS), is all about embracing digital transformation by driving core modernization holistically across layers. We help customers transform infrastructure and workplace to meet the rapidly evolving needs of the digital era. Our holistic approach delivers key results for our customers by achieving cloud driven modernization and workplace and operational transformation to run the business in a secure environment.

*Please note, this role is not able to offer visa transfer or sponsorship now or in the future*

Job Tittle: General Deskside Support L2 (ONSITE)

Work Location: Pittsburgh, PA

Job Summary

We are seeking a dedicated Technical Lead with 3 to 5 years of experience to join our team. The ideal candidate will have strong expertise in IT Service Management Incident Management Macintosh OS X Laptop Support Service Now Windows Networking and Desktop Support - Remote. Additionally experience in Field Service and Operations management is essential. This role is crucial in ensuring seamless IT operations and providing top-notch support to our clients.

Responsibilities

  • Lead the IT Service Management processes to ensure efficient and effective service delivery.
  • Oversee Incident Management to promptly address and resolve IT issues.
  • Provide expert support for Macintosh OS X laptops ensuring optimal performance and user satisfaction.
  • Utilize Service Now for tracking and managing IT service requests and incidents.
  • Manage Windows operating systems ensuring they are up-to-date and secure.
  • Implement and maintain networking solutions to ensure reliable connectivity.
  • Offer remote desktop support to troubleshoot and resolve user issues.
  • Coordinate with Field Service and Operations teams to streamline workflows and improve service delivery.
  • Develop and maintain documentation for IT processes and procedures.
  • Conduct regular system audits to identify and address potential issues.
  • Train and mentor junior IT staff to enhance their technical skills and knowledge.
  • Collaborate with other departments to ensure IT services align with business needs.
  • Monitor IT systems and infrastructure to proactively identify and mitigate risks.
  • Provide timely and effective communication to stakeholders regarding IT incidents and resolutions.
  • Ensure compliance with company policies and industry regulations in all IT operations.
  • Continuously seek opportunities to improve IT service delivery and user experience.
  • Participate in IT projects providing technical expertise and support as needed.
  • Stay updated with the latest industry trends and technologies to keep the IT environment current.
  • Foster a culture of continuous improvement within the IT team.

Qualifications

  • Possess strong experience in IT Service Management and Incident Management.
  • Demonstrate proficiency in Macintosh OS X Laptop Support and Service Now.
  • Exhibit solid knowledge of Windows operating systems and Networking.
  • Have proven experience in Desktop Support
  • Remote.
  • Show expertise in Field Service and Operations management.

Certifications Required

  • ITIL Certification CompTIA Network+ Microsoft Certified: Modern Desktop Administrator Associate

Salary and Other Compensation:

Applications will be accepted until 9/24/2024.

The annual salary for this position is between $63,500 to $74,500 depending on experience and other qualifications of the successful candidate. This position is also eligible for Cognizant’s discretionary annual incentive program, 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 Salary, compensation, and benefits 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.

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