Service Desk Technician
Service Desk Technician
Pittsburg, PA
Applicants are required to be eligible to lawfully work in the U.S. immediately; employer will not sponsor applicants for U.S. work authorization (such as an H-1B visa) for this opportunity.
Responsibilities
PC and client device configuration, troubleshooting, repair and deployment.
Monitor and manage service calls received by phone and through service desk software.
Evaluate documented resolutions and analyze trends for ways to prevent future problems.
Alert management to emerging trends in incidents. Collaborate with IT Infrastructure & Operations Director and Network Analyst to establish telecommunication, network and mobile device strategy and vendor contracts.
Assist in software releases and roll-outs, leveraging change management best practices.
Record, track and document the service desk problem-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
Perform hands-on fixes at the desktop level, creating and deploying images, installing and upgrading software, implementing file backups, and configuring hardware systems and applications.
Develop documentation and FAQ lists for end users.
Perform post-resolution follow ups as required.
Adhere to SLAs and end-user expectations.
RequiredSkills
Associate or bachelor's degree in electrical engineering or computer science and a minimum of 4 years' experience working within a help or service desk environment for a company with multiple geographic locations.
Working knowledge of a range of remote administration and diagnostic utilities, including Microsoft SCCM and SCOM.
Experience working in an ITIL-driven environment with working knowledge of ITIL principles and processes.
Experience with Citrix a plus
Extensive application support experience with Microsoft suite of products.
Technical Skills
S.No
Primary Skill
Proficiency Level
Rqrd./Dsrd.
1
SCCM and SCOM
NA
Required
2
ITIL
NA
Required
3
Citrix
NA
Desired
Proficiency Legends
Proficiency LevelGeneric ReferencePL1The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels.PL2The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects.PL3The 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.PL4The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.
About Cognizant
Cognizant (NASDAQ-100:
CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 205 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us on Twitter:
USJobsCognizant.
Cognizant is recognized as a Military Friendly Employer and is a coalition member of the Veteran Jobs Mission. Our Cognizant Veterans Network assists Veterans in building and growing a career at Cognizant that allows them to leverage the leadership, loyalty, integrity, and commitment to excellence instilled in them through participation in military service.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
Pittsburg, PA
Applicants are required to be eligible to lawfully work in the U.S. immediately; employer will not sponsor applicants for U.S. work authorization (such as an H-1B visa) for this opportunity.
Responsibilities
PC and client device configuration, troubleshooting, repair and deployment.
Monitor and manage service calls received by phone and through service desk software.
Evaluate documented resolutions and analyze trends for ways to prevent future problems.
Alert management to emerging trends in incidents. Collaborate with IT Infrastructure & Operations Director and Network Analyst to establish telecommunication, network and mobile device strategy and vendor contracts.
Assist in software releases and roll-outs, leveraging change management best practices.
Record, track and document the service desk problem-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
Perform hands-on fixes at the desktop level, creating and deploying images, installing and upgrading software, implementing file backups, and configuring hardware systems and applications.
Develop documentation and FAQ lists for end users.
Perform post-resolution follow ups as required.
Adhere to SLAs and end-user expectations.
RequiredSkills
Associate or bachelor's degree in electrical engineering or computer science and a minimum of 4 years' experience working within a help or service desk environment for a company with multiple geographic locations.
Working knowledge of a range of remote administration and diagnostic utilities, including Microsoft SCCM and SCOM.
Experience working in an ITIL-driven environment with working knowledge of ITIL principles and processes.
Experience with Citrix a plus
Extensive application support experience with Microsoft suite of products.
Technical Skills
S.No
Primary Skill
Proficiency Level
Rqrd./Dsrd.
1
SCCM and SCOM
NA
Required
2
ITIL
NA
Required
3
Citrix
NA
Desired
Proficiency Legends
Proficiency LevelGeneric ReferencePL1The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels.PL2The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects.PL3The 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.PL4The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.
About Cognizant
Cognizant (NASDAQ-100:
CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 205 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us on Twitter:
USJobsCognizant.
Cognizant is recognized as a Military Friendly Employer and is a coalition member of the Veteran Jobs Mission. Our Cognizant Veterans Network assists Veterans in building and growing a career at Cognizant that allows them to leverage the leadership, loyalty, integrity, and commitment to excellence instilled in them through participation in military service.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
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