Lead Field Service and Desktop Support Technician

About the Position

Cognizant is seeking a Lead – Field Services & Desktop Support Tech in High Point, NC. The ideal candidate will have 4-7 years of onsite desktop support experience across office and factory environments. The role covers break/fix and deployment support for laptops/desktops, rugged factory laptops, printers, handheld scanners, and conference room A/V devices. The technician will execute incidents/requests via ITSM processes, leverage tools like IT Shop, SCCM, Nexthink for endpoint visibility, and apply strong Windows plus basic networking troubleshooting to restore services quickly.

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.
• Monitor ticket queues and assign tickets through ITSM tools.
• 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.

Requirements

• 3+ years of Desktop Support Services experience including Windows 11 support, laptop/desktop hardware troubleshooting, printer support.
• 2 to 3 years of Cisco VC devices troubleshooting and telephony.
• 2 to 3 years of troubleshooting network/Wi-Fi issues.

We Offer

• Competitive compensation
• Comprehensive benefits program including retirement plans, financial education, healthcare plans, counseling, and more.
• Opportunities to explore new technologies, industries, and locations within Cognizant’s 350,000+ roles.
• Real-world impact by helping strengthen the businesses of the biggest brands.

About the Company

Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process, and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes, and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or follow us on Twitter.

Your Path to Cognizant

1. Apply to the right opportunity: Find an open role that matches your skills and career goals and show us why you’re the person for the job. Don’t see the right opportunity? Consider joining our Talent Community.
2. Connect with your recruiter: If one of our recruiters sees a fit, they’ll set up a short intro call to learn more about you and how your experiences and skills match the role.
3. Show off your skills: If you and our team would like to continue the process, you’ll interview with our hiring team. Some roles may also require technical assessments and/or client interviews.
4. Decision time: Our team will then review each candidate’s potential to succeed in the role. This step may take some time because we want to find the right fit for both you and us-but you can count on us to keep you updated.

Additional Employment Information

• Compensation 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.
• 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. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status, or any other characteristic protected by federal, state, or local laws.
• If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.