Deskside Support Technical Lead (ONSITE)

Practice - CIS - Cloud, Infrastructure, and Security Services

About Cloud Infrastructure & Security Services: Cognizant's Cloud, Infrastructure, and Security Services Practice (CIS), is all about accepting digital transformation by driving core modernization holistically across layers. We help customers transform infrastructure and workplace to meet the constantly evolving needs of the digital era. Our broad approach delivers key results for our customers by achieving cloud driven modernization and workplace and operational transformation to run the business in a secure environment.

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

Job Tittle: Deskside Support Technical Lead (ONSITE)

Work Location: San Francisco, CA

Job Summary

We are seeking a highly skilled Technical Lead with 3 to 5 years of experience in Desktop Management - SCCM Device Management Intune Windows and OS Imaging - MS MDT. The ideal candidate will be responsible for coordinating the technical aspects of our desktop and device management solutions. This role requires a hybrid work model with day shifts and no travel requirements.

• The Deskside Support Analyst is a technical professional responsible for providing direct assistance to end users in fix and resolving hardware and software issues. They assess faults, conduct repairs, streamline processes, and ensure optimal customer service, giving to efficient IT operations.
• Deep technical knowledge of desktop operating systems and software applications
• Experience providing deskside support to end-users in a corporate environment
• Good communication and customer service skills
• Ability to fix hardware and software issues on desktops, laptops, and mobile devices
• Familiarity with remote access tools and techniques
• Experience working with Active Directory and other directory services
• Ability to handle multiple priorities and work effectively under pressure
• Willingness to work flexible hours, including evenings and weekends, as required.
• Level 2 onsite or remote support for complex customer issues and requests
• Lead deployment of software releases, system upgrades and patches on end user devices
• Accountable for procurement and Asset management of end user devices
• Leading activities like customer relocations and departmental infrastructure build out
• Will analyze the symptoms of the problem to accurately identify the cause of the issue in order to resolve a solution
• Will prioritize issues such as physical layers, usernames and passwords
• Will uninstall/reinstall basic software applications, verify accurate hardware and software set-up and assist with navigation of application menus
• Will perform onsite installations or replacements of various hardware components and software repair
• Will perform diagnostic testing and utilization of remote control tools to assist users when fix to resolve a solution

Responsibilities

• Be responsible for the deployment and management of SCCM for desktop management.
• Provide technical expertise in Device Management using Intune.
• Handle and maintain Windows operating systems across the organization.
• Implement and handle OS Imaging using MS MDT.
• Ensure the security and compliance of all handled devices.
• Tackle and resolve technical issues related to desktop and device management.
• Collaborate with other IT teams to ensure flawless integration of desktop management solutions.
• Develop and maintain documentation for all desktop management processes and procedures.
• Supervise and report on the performance of desktop management systems.
• Deliver training and support to end-users on desktop management tools and processes.
• Own the implementation of new desktop management technologies and solutions.
• Ensure that all desktop management activities align with the companys overall IT strategy.
• Continuously evaluate and improve desktop management processes and tools.

Qualifications

• Possess good experience in Desktop Management
• SCCM.
• Demonstrate expertise in Device Management Intune.
• Have a solid grasp of Windows operating systems.
• Show proficiency in OS Imaging using MS MDT.
• Exhibit excellent tackle and problem-solving skills.
• Have good communication and teamwork abilities.
• Be meticulous and capable of maintaining accurate documentation.
• Show a dedication to continuous improvement and learning.
• Have the ability to work independently and as part of a team.
• Be able to handle multiple tasks and projects simultaneously.
• Demonstrate a good understanding of IT security and compliance.
• Have experience providing training and support to end-users.
• Show a proactive approach to identifying and addressing technical issues.

Certifications Required

Microsoft Certified: Modern Desktop Administrator Associate Microsoft Certified: Windows Server Hybrid Administrator Associate

Salary and Other Compensation

Applications will be accepted until March/14/2024.

The annual salary for this position is between $37,804 to $74,500 depending on experience and other qualifications of the successful candidate. This position is also eligible for Cognizant's discretionary annual incentive program, based on performance and 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, 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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