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Desktop Support Specialist

Company: Cognizant
Location: Omaha
Posted on: December 4, 2019

Job Description:

We are looking out for Desktop Support Specialist for our project team based out Omaha, NE. The digital era is forcing companies to transform through technology to stay relevant. Business must be always-on and infrastructure must predict change before it happens, to act fast and put a smile on the faces of users. Cognizant Cloud and Infrastructure Services keeps your business always ready, powers up employee productivity, integrates your departments and groups, and future-proofs your organization. Job Summary: The field service engineer uses technical knowledge along with interpersonal skills to understand customer and product issues, propose solutions and execute repairs. Engineers will provide Level 2 support for desktop environments including responsibility for successful deployments of Desktops/Laptops, physical server/network equipment installation, network configuration, application installation, device troubleshooting, and request handling. 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 Independantly perform IMAC (install, move, add, change) work Install desktop/Laptop software using approved tools Troubleshoot operating system(s) Troubleshoot connection issues with LAN/WAN Update tickets with accurate and timely records of status, work performed, and resolution detail Maintain and contribute to a knowledge base Coordinate hardware warranty repair Perform HW repair/breakfix and maintance Escalate issues/requests/tickets to 3rd party vendors when necessary Perform data wipes on devices, and preperation for asset disposable as per process Responsible for raising and coordinating problem management issues Responsible for receiving, and asset management of IT devices, and spares Perform additional tasks (end user/infra related) when required Participate in projects Strong understanding and skills in SLA, KPI Management. EXPERIENCE AND KNOWLEDGE: Minimum 2+ years of experience providing IT support services required, end user support experience, and basic knowledge of DC (Data Center) enviroment preferred Experience in Insurance industry desirable 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 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 Experience in ticketing tools required Experience in Asset Management tools desired Basic knowledge of Backup technologies Ability to work in a team-oriented multi tower and vendor environments. Ability to multitask and prioritize work, and Ability to adapt to new processes and procedures Ability to work in a fast paced environment. Ability to handle and safeguard confidential information 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: Diploma or degree in IT ITIL and/or any other additional certification preferred Technical Skills SNo Primary Skill Proficiency Level * Rqrd./Dsrd. 1 MS CRM Connected Field Service PL1 Required * Proficiency Legends Proficiency Level Generic Reference PL1 The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels. PL2 The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects. PL3 The 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. PL4 The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.

Keywords: Cognizant, Omaha , Desktop Support Specialist, Other , Omaha, Nebraska

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