Desktop Support(Onsite)
Company: Cognizant Technology Solutions
Location: Ontario
Posted on: September 18, 2023
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Job Description:
Job Title-Desktop Support
Location- Ontario, CA
We are looking for Desktop Support Technicians for an immediate
need. This is a client-facing role & the candidate will have
regular interactions with various client managers. As part of our
elite Deskside support team that provides technical support and
expertise to our End Users, VIPs, and their administrative
assistants. This team works in a total contact ownership model that
includes receiving direct intake from our executives and End Users
working every incident or request through to fulfillment. This team
is responsible for 80% first contact resolution.
Key Responsibilities:
A typical day/week looks like you are monitoring intake channels
(phone calls/texts/emails/slack/SNOW tickets) to quickly respond to
any question or problem our users have with technology. You will
work face to face to assess the situation, apply your skills with
the knowledge of our environment to resolve or escalate to get a
resolution and restore service or provide the information. Deskside
support technicians offer customer service, problem-solve computer
issues, provide hardware and application support, install software
upgrades, create, and maintain documentation, etc.
This role requires 2 to 5 years of Experience in Maintaining,
analyzing, troubleshooting, and repairing hardware and computer
systems is the job of deskside support. Tech-savvy people who are
self-motivated enough to provide consistent customer support with
minimal supervision will thrive in this role. On any given day,
deskside support professionals perform on-site or remote servicing,
repair, and installation of computer hardware, software, and
networks. Most deskside support professionals work full time in an
office environment. However, many do not work common nine-to-five
hours. Due to their vital role in supporting businesses 24/7, they
may be required work nights or weekends.
Essential Skills:
* Expertise in supporting End User Computing hardware and software
(Windows and MAC), including laptops, desktops, mobile phones,
tablets, printers, MS Office, Remote Access, Video Conferencing,
and VDI.
* Experience in documenting, tracking, and monitoring the incidents
and problem(s) to ensure a timely resolution in ServiceNow, Remedy
or similar ticketing systems.
* Must have deep subject manner expertise in hardware, peripherals,
and enterprise software support, reimage and data migration,
break-fix, international travel support, device back-up and
restore, mobility, email, IMACs (installs, add, moves and changes)
and ad-hoc support for technology users.
* Experience using ARS, Active Directory, SCCM, JAMF, Nexthink, and
similar tools to support first contact resolution
* Experience in the full lifecycle of end user devices, including
provisioning, monitoring, remote managing, re-imaging,
de-provisioning, and retiring.
* Must be able to manage and organize your own workload and utilize
your resources to ensure the Executive issues and requests are
resolved.
* Proven ability to learn quickly and utilize latest technologies
to develop and implement superior solutions in a high-pressure
environment
* Experience following policies and guidelines on security and
confidentiality
* Focused team player with strong ability to provide independent
leadership for successful project outcomes and achievement of
desired objectives
* Being a deskside position, it is expected the willingness to
carry device boxes and moves
* Excellent communication, interpersonal and analytical skills
* Must be able to communicate the concept behind the
problem/resolutions to Executives
* Applies best practices and knowledge of internal/external
business challenges to improve processes and services
* Experience performing system administration responsibilities
within an enterprise environment.
* Experience supporting end to end technology services and
solutions
* Experience supporting Audio Video Conferencing technology and
Live Meeting Streaming
Required Qualifications:
* Bachelor's degree in Computer Science or related fieldor +2
years' additional experience
* 5+ years' experience in a Deskside Support role with at least 3
years face to face support.
* 5+ years supporting MAC and Windows platforms
* Expertise with MS Office suite, including Outlook
Tier 2+ level networking skills (VLANs, DHCP, DNS)
* Experience providing support within a Fortune 500 global
company
* Experience supporting C level executives
Preferred Qualifications:
* Industry Certifications like A+ and ACMT
* Desktop Support or Customer Service Certifications
* ITIL Foundations Certification
* Baseline OEM Certs / Hardware Repair Certs
* Experience with Service Now ITSM Tool Suite
**Applicants are required to be eligible to lawfully work in the
U.S. immediately; employer will not sponsor applicants for U.S.
work authorization (such as an H-1B visa) for this opportunity.
Hourly Rate and Other Compensation:
The hourly rate for this position is between $25 - 30 per hour,
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 hourly rate, other 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.
Employee Status : Full Time EmployeeShift : Day JobTravel : NoJob
Posting : Sep 14 2023About CognizantCognizant (Nasdaq-100: CTSH) is
one of the world's leading professional services companies,
transforming clients' business, operating and technology models for
the digital era. Our unique industry-based, consultative approach
helps clients envision, build and run more innovative and efficient
businesses. Headquartered in the U.S., Cognizant is ranked 185 on
the Fortune 500 and is consistently listed among the most admired
companies in the world. Learn how Cognizant helps clients lead with
digital at www.cognizant.com or follow us
@USJobsCognizant.Applicants may be required to attend interviews in
person or by video conference. In addition, candidates may be
required to present their current state or government issued ID
during each interview.Cognizant is an equal opportunity employer.
All qualified applicants will receive consideration for employment
without regard to sex, gender identity, sexual orientation, race,
color, religion, national origin, disability, protected Veteran
status, age, or any other characteristic protected by law.If you
have a disability that requires a reasonable accommodation to
search for a job opening or submit an application, please email
CareersNA2@cognizant.com with your request and contact
information.
Keywords: Cognizant Technology Solutions, Ontario , Desktop Support(Onsite), Other , Ontario, California
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