DirecciónDesktop Support and Performance Bar – Deskside Technician
Location- Saint Charles - MO USA, CLT
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 leaders. 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 <15 min response time and >80% first contact resolution.
Key Responsibilities:
A typical day/week looks like you are supervising 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 call out 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, fix, 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 supervising 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, IMac (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 handle and organize your own workload and use your resources to ensure the Executive issues and requests are resolved.
- Proven ability to learn quickly and apply newest 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 good 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 Nike Executives
- Applies standard processes 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 field or +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.
Employee Status : Full Time Employee
Shift : Day Job
Travel : No
Job Posting : Mar 11 2024
About Cognizant
Cognizant (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.
