Desktop Support Engineer Onsite

Desktop Support Engineer Onsite

Experience: 4+ years

Please note, this role is not able to offer visa transfer or sponsorship now or in the future*

Location: Needham, MA and Boston, MA (With Possible Travel Between Sites)

Job Type: Full-Time (Onsite, Monday - Friday)

Job Summary:

We are seeking a highly motivated and customer-focused IT Desktop Support Engineer Specialist to provide onsite IT support for end-users at our Needham, MA and Boston, MA offices, with possible travel between these two sites as needed. This role serves as the primary point of contact for all IT-related issues, ensuring smooth daily operations by handling technical incidents, service requests, proactive system checks, and hardware/software troubleshooting. The ideal candidate will have a solid background in desktop support, IT infrastructure, and conference room technology, with strong analytical and problem-solving skills.

Key Responsibilities:

Onsite IT Support & User Assistance:

Serve as the primary onsite IT contact for all technology-related issues at sites.

Provide first-level troubleshooting for laptops, desktops, printers, mobile devices, monitors, docking stations, and peripherals.

Monitor, acknowledge, and resolve tickets (incidents and requests) in ServiceNow, ensuring timely issue resolution.

Assist in new employee IT onboarding, including setting up laptops, desktops, and peripherals for Day 1 readiness.

Facilitate IT asset retrieval during employee offboarding.

Maintain detailed documentation of user-reported issues and resolution steps within the Service Desk system.

Proactive IT Maintenance & Conference Room Support:

Conduct regular desk-side IT health checks to ensure functionality of peripherals and equipment.

Perform daily proactive checks on conference room technology to ensure seamless meeting experiences.

Troubleshoot and resolve first-level network and conference room issues, escalating as needed.

Data Center & Infrastructure Support:

Act as Smart Hands for IDF/MDF activities, assisting in racking/stacking of servers and supporting data center operations.

Coordinate with remote IT teams to execute hardware replacements and upgrades in server rooms.

IT Process Adherence & Service Excellence:

Ensure compliance with corporate IT policies, security protocols, and asset management processes.

Create and maintain knowledge base documentation to enhance self-service capabilities and team efficiency.

Escalate complex issues appropriately, ensuring end-users receive timely updates on resolution progress.

Qualifications & Experience:

Associate's degree in IT-related fields (Computer Science, Information Systems, or related).

4+ years of experience in end-user IT support within a corporate office environment, preferably in the banking or financial sector.

Strong knowledge of Windows OS, Microsoft Office 365, Intune Device management, SCCM and IT asset management.

Prior experience in handling/troubleshooting IT Hardware issues on Laptops, Desktops & IT Hardware peripherals.

Experience handling hardware and software troubleshooting for laptops, desktops, and peripherals.

Familiarity with task management, service desk ticketing systems (ServiceNow preferred), and ITSM processes.

Strong multitasking skills to manage support calls, documentation, and issue resolution efficiently.

Excellent communication, time-management, and organizational skills.

Ability to work independently and as part of a team in a fast-paced onsite corporate setting.

Work Environment & Location:

This role is 100% onsite (Monday - Friday) at our Needham, MA or Boston, MA offices as base location, with possible travel between sites as required.

Candidates must be willing to relocate if necessary.

Work alongside experienced Cognizant associates to deliver seamless IT support solutions.

Salary and Other Compensation:

Applications will be accepted until 03/12/2025

The annual salary for this position is between $37,804- $86,000 depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant's discretionary annual incentive program and stock awards, based on performance and is 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 salary, 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.

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