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Technical Support Specialist

2 months ago

San Diego, California, United States Cognizant Full time
Job Summary

We are seeking a highly skilled Technical Lead with 5 to 6 years of experience in Desktop Support. The ideal candidate will be responsible for overseeing remote desktop support operations ensuring seamless technical assistance and contributing to the overall efficiency of our IT services. This role is pivotal in maintaining high standards of technical support and enhancing user satisfaction.

Key Responsibilities
  • Performs analysis, diagnosis, and resolution of sophisticated end-user computing problems, and recommends and implements corrective solutions.
  • Installs, configures, tests, maintains, monitors, and solves problems with end-user computing hardware (including desktops, laptops, printers, mobile devices, telephones, etc.) and related software.
  • Responds promptly to all requests for assistance and prioritizes and completes requests with a high level of customer service and within expected timeframes and/or service level agreements (SLAs).
  • Develops, updates, and maintains comprehensive technical documentation, including user guides, process documentation, and training materials.
  • Coordinates with vendors and third-party service providers to resolve issues promptly and ensure the efficient delivery of IT services.
Requirements
  • Good experience of working in end-user support functions covering EUC and software/OS installations and support.
  • Good knowledge of Microsoft's product offerings including high level capabilities and competitor products.
  • Supporting Windows 10 and MS Office 365 using System Centre Configuration Manager (SCCM).