Deskside Services L2 (DSSL2)- Only W2

Deskside Services L2 (DSSL2) **Onsite - 700 Orthopaedic Drive Warsaw, IN 46581

W2 Position** Name Required Communication

Yes

Desktop Management

Yes

Troubleshooting

Yes

Top Skills Required

• High degree of professionalism and ability to communicate clearly to all levels within the organization. Ability to drive high levels of Customer Satisfaction.
• High level of knowledge and experience supporting Microsoft end user devices in a deskside support environment. Ability to troubleshoot and resolve problems in a timely manner. Experience with Mac devices and using ServiceNow is a plus.
• High level of initiative and proactiveness, and a continuous improvement mindset. Taking the lead in resolving issues without handholding.

Jd Cognizant Deskside Level 2 Support Technicians provide on-site for the desktop environment including responsibility for deployment of End User devices including Desktops/Laptops/Mobile and other devices and may assist other technicians in higher complexity tasks and IT projects. This Deskside Level 2 position will support the world s largest automotive manufacturer in one of their facilities including manufacturing, logistics, part distribution center, research and development, engineering, or office locations. The Deskside Level 2 technician reports to a Cognizant Team Leader or Regional Service Manager but may also take direction from the supported customer as well. The Level 2 technician must have good communication, administrative, and documentation skills and must be a good team player. The supported facilities are very large in nature and the technician must be able to walk long distances frequently throughout the day often while carrying items up to 50lbs. Based on the facility type supported, this Level 2 position may also require working variable or flexible shifts (1st. 2nd, 3rd) and may also require occasional on-call rotations covering after hour shifts.

Required Skills Must have strong troubleshooting skills across multiple technologies

Provide Level 2 technical assistance and support, and resolve HW/SW problems related to end user devices

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 3rd 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

Must be able to walk long distances

Must be able to lift up to 50 lbs without assistance

Will often work in dirty, hot or cold environments.

May need to work while kneeling

Ability to be the face of Cognizant and provide an outstanding end user customer experience. Desire for continual learning and skill development and is always striving to make incremental improvements.

Punctuality, dependability, and a strong work ethic are key attributes for this position.