Desktop Support Tech

3 weeks ago

Menlo Park, United States Cognizant Technology Solutions Full time

Cognizant is seeking a Desktop Support Tech for a full-time opportunity in Menlo Park, CA.

The annual salary for this role would be between $70,000 to $80,000 depending on experience and qualifications of the candidate.

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  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.

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 equipmen. and inspection of video conferencing spaces and technical support of event spaces and events.

·       Proficient in end-user network troubleshooting tools and practices.

 

 

Qualifications:

 

·       5 to 7 years of  Deskside Support experience

·       Good understanding and troubleshooting resolution skills of customer support utilizing the provided resources and guidelines.

 

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