Cognizant is seeking a Lead Field Services & Desktop Support Engineer with 5–8 years of experience in work‑from‑office desktop support across office and factory environments. This is a hands-on onsite lead role, requiring daily physical presence at our customer location in Gastonia, CA where the lead actively performs field support while overseeing desktop operations for the site Key Responsibilities - Provide hands-on onsite support (break/fix, deployments, escalations) for laptops/desktops, rugged factory devices, printers (HP/Lexmark), handheld scanners, and conference room A/V systems.
- Act as primary point of accountability for the site from desktop support perspective.
- Monitor and assign tickets through ITSM tools; manage queues, priorities, and escalations.
- Perform incident management, RCA for major incidents, and drive issue prevention.
- Create and maintain SOPs, runbooks, and knowledge articles.
- Utilize tools such as SCCM, IT Shop, and Nexthink for endpoint visibility and support efficiency.
- Apply strong Windows troubleshooting skills and basic network diagnostics to restore services quickly.
- Create and maintain SOPs, runbooks, and knowledge articles.
- Utilize tools such as SCCM, IT Shop, and Nexthink for endpoint visibility and support efficiency.
- Apply strong Windows troubleshooting skills and basic network diagnostics to restore services quickly.
Qualifications: Experience working as an Operations Lead with Work Assignment reporting, escalation handling, RCA/root cause analysis, and documentation. 5 to 7 years of Desktop Support experience including experience with Windows 7 support for laptop/desktop, hardware troubleshooting, and printer support. 2 to 3 years of experience with Audio Visual devices including Cisco VC devices troubleshooting and Telephony. |