Location: Detroit, Michigan
Applicants must be authorized to work in the US without sponsorship. Please note, this role is not able to offer visa transfer or sponsorship now or in the future.
We are seeking a Field Services engineer VIP - Desktop Support with 4-7 years of onsite desktop support experience across office and factory environments. The role covers break/fix and deployment support for laptops/desktops, rugged factory laptops, printers, handheld scanners, and conference room A/V devices. The technician will execute incidents/requests via ITSM processes, leverage tools like IT Shop, SCCM, Nexthink for endpoint visibility, and apply strong Windows plus basic networking troubleshooting to restore services quickly
What you'll do In the role, you will :
Provide hands-on onsite support (break/fix, deployments, escalations) for laptops/desktops, rugged factory devices, printers (HP/Lexmark), handheld scanners, and conference room A/V systems.
Monitor ticket queues and assign tickets through ITSM tools;
Provide white-glove, high-touch technical support to VIP users, ensuring rapid resolution of hardware, software, mobility, conferencing, and workplace technology issues with minimal business disruption
Act as the primary point of contact for VIP incidents and service requests, coordinating with specialized support teams, vendors, and infrastructure groups to ensure timely resolution and effective communication
Perform incident management, RCA for major incidents , and drive issue prevention.
Create and maintain SOPs, runbooks, and knowledge articles .
Utilize tools such as SCCM, IT Shop, and Nexthink for endpoint visibility and support efficiency.
Apply strong Windows troubleshooting skills and basic network diagnostics to restore services quickly.
What you'll need to succeed:
Possess professional experience between 3-5 years in systems engineering or desktop support roles with hands on responsibility for managing enterprise class end user environments.
3 plus years of Desktop or Field Services experience including experience with Windows 11 support, laptop/desktop hardware troubleshooting, printer support.
2 to 3 years of experience with audio visual devices including Cisco VC devices, troubleshooting and telephony.
2 to 3 years of experience with troubleshooting network/wifi issues.
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
Disclaimer: The salary, other 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.
Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
