12 days old

Deskside support

Cognizant
Fargo, ND 58102
  • Job Code
    00034734831

Cognizant is hiring for Service desk.





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



Install desktop/Laptop software using approved tools



Troubleshoot operating system



Troubleshoot connection issues with LAN/WAN



Update all Service Tickets with accurate and timely records of work performed, and resolution details



Maintain and contribute to a knowledge base



Coordinate hardware warranty repair



Escalate to 3rd party vendors when necessary



Responsible for raising and coordinating problem management issues



Perform additional tasks (end user/infra related) when required



Participate in end user computing projects



Perform initial triage of printer issues and engage proper teams for resolution



Strong understanding and skills in SLA, KPI Management



Lifecycle Management of End User Devices



Provide Conference Room Support including Video Conference Equipment





EXPERIENCE AND KNOWLEDGE



Minimum 3 years of experience providing IT support services required, end user support experience preferred



Experience in factory/manufacturing environment desirable and preferred



Must 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 installation



Basic understanding of SCCM client troubleshooting



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



Basic knowledge of Backup technologies



Ability 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 information



Must have customer facing support experience



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:



HS Graduate or equivalent as a minimum



Diploma or degree in IT preferred



ITIL and/or any other additional certification preferred



HP Certification must be obtained with 90 days of hire



CompTia or A+ certification is required within 90 day of hire





Physical 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 facilities



Will often work in dirty, dusty, hot or cold (beyond average room temperature) environments



Ability to climb stairs, ladders and/or use scissor lifts and safety harnesses



Some services may require periods of time on hand and knees to install equipment (under desks, inside small spaces, etc)










Posted: 2019-10-31 Expires: 2019-11-29
Sponsored by:
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Sponsored by:
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Deskside support

Cognizant
Fargo, ND 58102

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