Deskside Support

Cognizant is hiring for Deskside Support.RESPONSIBILITIESProvide 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 inquiriesInstall desktop/Laptop software using approved toolsTroubleshoot operating systemTroubleshoot connection issues with LAN/WANUpdate all Service Tickets with accurate and timely records of work performed, and resolution detailsMaintain and contribute to a knowledge baseCoordinate hardware warranty repairEscalate to 3rd party vendors when necessaryResponsible for raising and coordinating problem management issuesPerform additional tasks (end user/infra related) when requiredParticipate in end user computing projects Perform initial triage of printer issues and engage proper teams for resolutionStrong understanding and skills in SLA, KPI Management Lifecycle Management of End User DevicesProvide Conference Room Support including Video Conference EquipmentEXPERIENCE AND KNOWLEDGEMinimum 3 years of experience providing IT support services required, end user support experience preferredExperience in factory/manufacturing environment desirable and preferredMust 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 installationBasic understanding of SCCM client troubleshootingKnowledge 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 HWBasic knowledge of Backup technologiesAbility 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 informationMust have customer facing support experienceExcellent oral and written communication skillsAbility to deliver services on time, demonstrate strong customer service skills, and achieve a high degree of end user satisfactionAbility to convey technical issues and material to non-technical end users and managersEDUCATION: HS Graduate or equivalent as a minimumDiploma or degree in IT preferredITIL and/or any other additional certification preferredHP Certification must be obtained with 90 days of hireCompTia or A+ certification is required within 90 day of hirePhysical 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 facilitiesWill often work in dirty, dusty, hot or cold (beyond average room temperature) environmentsAbility to climb stairs, ladders and/or use scissor lifts and safety harnessesSome services may require periods of time on hand and knees to install equipment (under desks, inside small spaces, etc)