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 & EMSPL1Required4XenDesktopPL1RequiredDomain 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.
