Desktop Support Engineer

We are seeking a customer-focused and technically skilled Desktop Support Engineer to provide end-user support and maintain desktop computing environments. The ideal candidate will be responsible for troubleshooting hardware and software issues, supporting onboarding and offboarding activities, managing endpoint devices, and ensuring an exceptional user experience. This role requires strong problem-solving skills, attention to detail, and the ability to work effectively in a fast-paced enterprise environment.

Knowledge Transition Requirement:

As part of the onboarding and knowledge transfer process, the selected candidate will be required to attend an in-person knowledge transition program at the Radnor, PA office for approximately 2 to 3 weeks . Upon successful completion of the transition period, the associate will continue supporting the role from the Wayne, PA office . Candidates must be willing and able to accommodate this temporary training requirement as part of the engagement.

In this role, you will

• Provide first-level technical support by responding to and resolving desktop hardware, software, and peripheral-related issues through ticketing systems, phone, chat, email, or walk-up support.
• Install, configure, maintain, and troubleshoot desktop and laptop systems, operating systems, software applications, printers, and other end-user devices.
• Diagnose and resolve hardware failures involving desktops, laptops, monitors, keyboards, docking stations, printers, and related peripherals, coordinating repairs or replacements when necessary.
• Troubleshoot software, operating system, connectivity, authentication, and application-related issues to ensure minimal user downtime and business disruption.
• Manage user account provisioning, de-provisioning, password resets, and access requests while adhering to organizational security policies and procedures.
• Perform device imaging, deployment, configuration, and setup for new hires, as well as asset recovery, data wiping, and equipment decommissioning during offboarding.
• Maintain accurate inventory records of IT assets, software licenses, warranties, and equipment lifecycle activities.
• Escalate complex technical issues to Tier 2/3 support, network, infrastructure, or security teams while maintaining ownership and driving incidents through to resolution.
• Create and maintain technical documentation, troubleshooting guides, knowledge base articles, and support procedures to improve operational efficiency and knowledge sharing.
• Ensure compliance with IT security standards and service level agreements (SLAs) by managing endpoint patching, antivirus protection, encryption, user guidance, and timely ticket resolution.

• 2-5 years of experience in Desktop Support, IT Support, Service Desk, or End User Computing environments.
• Strong experience supporting Windows operating systems.
• Hands-on experience troubleshooting desktop, laptop, printer, and peripheral hardware issues.
• Experience with ticket management systems such as ServiceNow, Remedy, Jira Service Management, or similar platforms.
• Knowledge of Active Directory, user account administration, and access management.
• Familiarity with Microsoft 365 applications and enterprise productivity tools.
• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, and wireless connectivity.
• Experience with device imaging, deployment, and endpoint management tools.
• Strong analytical and problem-solving abilities.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities while maintaining high levels of customer satisfaction.

Preferred Qualifications

• ITIL Foundation certification preferred.
• Experience supporting enterprise endpoint management platforms such as Microsoft Intune, SCCM/MECM, or equivalent.
• Knowledge of cybersecurity and endpoint compliance practices.
• Experience working in a large enterprise or managed services environment.
• Familiarity with asset management and software license management processes.

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 Wayne, PA, 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.