IT Support Specialist

The IT Support Specialist is responsible for delivering exceptional end-user support and ensuring the stable operation of IT services across the organization. This role serves as the primary point of contact for technical incidents, service requests, and workplace technology support. The successful candidate will troubleshoot hardware, software, operating system, network, and application issues while supporting End User Computing (EUC), Microsoft 365 services, mobile devices, collaboration platforms, and local IT infrastructure., * Provide Level 1 and Level 2 technical support for desktops, laptops, printers, scanners, mobile devices, conferencing systems, and other IT peripherals.

• Diagnose and resolve hardware, software, operating system, and application-related incidents.
• Install, configure, and maintain Windows 10 and Windows 11 operating systems.
• Troubleshoot Microsoft Office applications and other standard enterprise software.
• Support Microsoft 365 technologies including Outlook, Teams, OneDrive, SharePoint, Word, Excel, and PowerPoint.
• Provide assistance for collaboration platforms, video conferencing solutions, and meeting room technologies.
• Deliver exceptional customer service while ensuring a positive end-user experience.
• Escalate complex incidents to appropriate support teams and follow through to resolution.

Incident & Service Request Management

• Manage incidents and service requests in accordance with ITIL-based service management processes.
• Ensure timely resolution of tickets while meeting established Service Level Agreements (SLAs).
• Perform root cause analysis for recurring technical issues and recommend corrective actions.
• Maintain accurate ticket documentation, status updates, and resolution details.
• Participate in problem management activities to improve service quality and reduce recurring issues.

Endpoint Management & Device Support

• Deploy, configure, maintain, and troubleshoot desktops, laptops, tablets, and mobile devices.
• Perform device imaging, operating system deployments, software installations, upgrades, and patch management activities.
• Support endpoint management solutions including Microsoft Intune, SCCM/MECM, and remote support tools.
• Manage user account provisioning and device assignments.
• Ensure endpoint security and compliance standards are maintained.
• Track hardware assets and maintain accurate inventory records and asset lifecycle documentation.

Infrastructure & Technical Support

• Provide hands-and-feet support for server, network, security, and infrastructure teams.
• Assist with troubleshooting network connectivity issues including LAN, WAN, Wi-Fi, VPN, DNS, and DHCP-related problems.
• Support local infrastructure activities including rack installations, cabling, hardware replacements, and equipment moves.
• Assist with datacenter and communication room operations where required.
• Coordinate with third-party vendors and service providers to resolve hardware and software incidents.
• Support technology refresh, workplace modernization, and infrastructure upgrade initiatives.

Documentation & Process Improvement

• Create and maintain technical documentation, knowledge articles, support procedures, and operational runbooks.
• Document troubleshooting guides and standard operating procedures.
• Contribute to continuous service improvement initiatives and process optimization efforts.
• Participate in operational reviews and provide recommendations to improve end-user support services.

• Bachelor’s Degree in Information Technology, Computer Science, Engineering, or a related discipline preferred.
• 3-7 years of experience in IT Support, Desktop Support, Service Desk, EUC Support, or Workplace Technology roles.
• Experience supporting enterprise Microsoft environments.
• Familiarity with IT asset management and inventory control processes.
• Experience working within an ITIL-driven support organization.
• Relevant certifications are highly desirable:
• CompTIA A+ CompTIA Network+ Microsoft 365 Fundamentals
• Microsoft Endpoint Administrator Associate
• ITIL Foundation Certification

Required Technical Skills

Operating Systems & Endpoint Management

• Windows 10 and Windows 11 Administration
• Device Imaging and Deployment
• SCCM / MECM Administration
• Microsoft Intune
• Endpoint Lifecycle Management

Microsoft Technologies

• Microsoft 365 Administration and Support
• Outlook
• Microsoft Teams
• OneDrive
• SharePoint Online
• Microsoft Office Suite

Identity & Access Management

• Active Directory Administration
• Group Policy Management
• User Account Provisioning
• Access Management

Networking & Infrastructure

• TCP/IP Networking
• DNS
• DHCP
• VPN Connectivity
• Network Troubleshooting Fundamentals
• Remote Support Technologies

The annual salary for this position is between $63,000 to $70,000 depending on experience and other qualifications of the successful candidate., * Incident Management

• Request Fulfillment
• Problem Management
• ITIL Framework and Best Practices
• SLA Management

Hardware Support

• Desktop and Laptop Support
• Mobile Device Support
• Printer and Peripheral Support
• Audio/Video Conferencing Equipment Support

Benefits: 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
• Employee Stock Purchase Plan

Work model:

At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance though our various wellbeing programs. Based on this role’s business requirements, this is an onsite role requiring 5 days a week at client site in El Dorado Hills, CA, USA.

The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.