EUC/Deskside Support

Cognizant is hiring for " EUC/Deskside Support"- Ann Arbor - MI, Interested candidates who are willing to relocate within the USA can apply. Relocation assistance will be provided Note: “Cognizant will not sponsor H-1B or other U.S. work authorization, or lawful permanent residence (otherwise known as a “Green Card”) for this role.” 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 tickets with accurate and timely records of work performed, and resolution detail Maintain and contribute to a knowledge base Coordinate hardware warranty repair Escalate to third party vendors when necessary Responsible for raising and coordinating problem management issues Perform additional tasks (end user/infra related) when required Participate in projects Strong understanding and skills in SLA, KPI Management Experience and Knowledge: Minimum 3 years of experience providing IT support services required, Deskside Support / Desktop / End user support experience preferred Willing to work in 24/7 rotational working hours Experience in factory/manufacturing environment 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 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 Ability to adapt to new processes and procedures Ability to work in a fast-paced environment. Ability to handle and safeguard confidential information 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 ITIL and/or any other additional certification preferred A+, CompTIA, CompTIA+ preferred 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 on hand and knees to install equipment (under desks, inside small spaces, etc.) Cognizant is an Equal Opportunity Employer M/F/D/V. Cognizant is committed to ensuring that all current and prospective associates are afforded equal opportunities and treatment and a work environment free of harassment 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.