Desktop/End User Support

2 weeks ago

Altoona, Pennsylvania, United States Cognizant Technology Solutions Full time

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

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.

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