Desktop Support Lead (ONSITE)

Find out more about the daily tasks, overall responsibilities, and required experience for this opportunity by scrolling down now.

Practice - CIS - Cloud, Infrastructure, and Security Services

About Cloud Infrastructure & Security Services : Cognizant’s Cloud, Infrastructure, and Security Services Practice (CIS) is all about embracing digital transformation by driving core modernization holistically across layers.

We help customers transform infrastructure and workplace to meet the rapidly evolving needs of the digital era. Our holistic 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 Title : Desktop Support Lead (ONSITE)

Work Location : Boston, MA

Job Summary

We are seeking an experienced Infra. Technology Specialist with 6 to 10 years of experience to join our team. The ideal candidate will have a strong background in IT Service Management Windows and Desktop Support.

This role requires working from the office during day shifts. The candidate will play a crucial role in ensuring the smooth operation of our IT infrastructure providing essential support to our team and contributing to the overall success of our company.

Responsibilities

• Oversee the daily operations of IT infrastructure to ensure optimal performance and availability.
• Provide expert support for Windows operating systems ensuring all systems are up-to-date and secure.
• Manage IT Service Management processes to maintain high standards of service delivery.
• Troubleshoot and resolve desktop support issues efficiently to minimize downtime.
• Implement and maintain IT policies and procedures to ensure compliance and security.
• Collaborate with other IT team members to develop and implement technology solutions.
• Monitor system performance and make recommendations for improvements.
• Conduct regular system audits to ensure compliance with company policies.
• Provide training and support to end-users to enhance their IT skills and knowledge.
• Develop and maintain documentation for IT systems and processes.
• Assist in the planning and execution of IT projects to support business objectives.
• Ensure timely resolution of IT service requests and incidents.
• Stay updated with the latest industry trends and technologies to provide innovative solutions.

Qualifications

• Possess a strong background in IT Service Management with proven experience.
• Demonstrate expertise in Windows operating systems and desktop support.
• Exhibit excellent troubleshooting and problem-solving skills.
• Show proficiency in managing IT policies and procedures.
• Have experience in conducting system audits and ensuring compliance.
• Display strong collaboration and communication skills.
• Be capable of providing effective training and support to end-users.
• Maintain up-to-date knowledge of industry trends and technologies.
• Strong knowledge in the desktop support area servicing across VDI, Laptops and desktops.
• Skilled with Windows 10, WebEx, O365, Office issues, basic application troubleshooting, etc. Work experience in a financial organization preferred.
• Manage the agreed SLA / KPI’s for the overall engagement of desk side support.
• Be the technical escalation point for the team and help the team resolve issues or provide necessary guidance.
• Help manage the client’s CMDB for the laptops, desktops and other peripherals.
• Help the team follow the best practices and introduce new ideas / process to provide relevant service improvements.
• Strong Service Management (ITIL) knowledge preferably in ServiceNow environment.
• Ability to identify tasks which can be left-shifted, automated or eliminated at the root and execute the planned actions.

Certifications Required

ITIL Certification, Microsoft Certified : Windows Server Fundamentals

Salary and Other Compensation

The annual salary for this position is between $79,000 to $92,500 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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