Deskside Support

Cognizant

Valley City,ND

11/30/2019

Cognizant is hiring for Service desk.


RESPONSIBILITIES

Provide Level 2 technical assistance and support, and resolve problems related to the use of computer hardware and software for end users.

Analyze, resolve, respond to, and document end user inquiries

Install desktop/Laptop software using approved tools

Troubleshoot operating system

Troubleshoot connection issues with LAN/WAN

Update all Service Tickets with accurate and timely records of work performed, and resolution details

Maintain and contribute to a knowledge base

Coordinate hardware warranty repair

Escalate to 3rd party vendors when necessary

Responsible for raising and coordinating problem management issues

Perform additional tasks (end user/infra related) when required

Participate in end user computing projects

Perform initial triage of printer issues and engage proper teams for resolution

Strong understanding and skills in SLA, KPI Management

Lifecycle Management of End User Devices

Provide Conference Room Support including Video Conference Equipment


EXPERIENCE AND KNOWLEDGE

Minimum 3 years of experience providing IT support services required, end user support experience preferred

Experience in factory/manufacturing environment desirable and preferred

Must have hardware repair experience for end user devices including desktops, laptops, engineering workstations, printers, scanners, etc.

Experienced in Active Directory user administration, OS imaging processes, ticketing, SW installation and imaging tools, automated help desk systems, troubleshooting in the Windows desktop environment (networking, OS, Microsoft Office suite, PC hardware, printers), network and local printer installation

Basic understanding of SCCM client troubleshooting

Knowledge of TCP/IP, Windows Security (Share and NTFS permissions).

Extensive knowledge Windows OS and related configuration.

Basic knowledge of Servers, Switches, Routers, and Data Center related HW

Basic knowledge of Backup technologies

Ability to work in a team-oriented multi tower and vendor environments.

Ability to multitask and prioritize work to meet contractual SLA

Ability to adapt to frequently changing and new processes and procedures

Ability to work in a fast paced dynamic IT environment.

Ability to handle and safeguard confidential information

Must have customer facing support experience

Excellent oral and written communication skills

Ability to deliver services on time, demonstrate strong customer service skills, and achieve a high degree of end user satisfaction

Ability to convey technical issues and material to non-technical end users and managers

EDUCATION:

HS Graduate or equivalent as a minimum

Diploma or degree in IT preferred

ITIL and/or any other additional certification preferred

HP Certification must be obtained with 90 days of hire

CompTia or A+ certification is required within 90 day of hire


Physical Requirements:

Must be able to lift 50 lbs.

Must be able to lift equipment for rack and stack' services (server, router, switch, UPS devices, etc)

Must be able to assist with team lifts of up to 90 lbs.

Ability to walk long distances within warehouses or manufacturing facilities

Will often work in dirty, dusty, hot or cold (beyond average room temperature) environments

Ability to climb stairs, ladders and/or use scissor lifts and safety harnesses

Some services may require periods of time on hand and knees to install equipment (under desks, inside small spaces, etc)

Technical Skills

SNoPrimary SkillProficiency Level *Rqrd./Dsrd.1Workplace Service-Service DeskPL1Required2VMware ThinAppPL1Desired3Microsoft Intune & EMSPL1Required4XenDesktopPL1Required

Domain Skills

SNoPrimary SkillProficiency Level *Rqrd./Dsrd.1Manufacturing Oper-ManlogNARequired

* Proficiency Legends

Proficiency LevelGeneric ReferencePL1The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels.PL2The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects.PL3The associate has comprehensive, in-depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects.PL4The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.

Employee Status : Full Time Employee

Shift : Day Job

Travel : No

Job Posting : Nov 15 2019

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 193 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 @Cognizant.

Cognizant is recognized as a Military Friendly Employer and is a coalition member of the Veteran Jobs Mission. Our Cognizant Veterans Network assists Veterans in building and growing a career at Cognizant that allows them to leverage the leadership, loyalty, integrity, and commitment to excellence instilled in them through participation in military service.

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