Deskside Support Agent

About the role

As a Deskside Support Agent, you will make an impact by acting as the on-site face of IT. This role minimizes downtime, strengthens endpoint security, and delivers a reliable technology experience that supports day-to-day business operations. You will be a valued member of the Cloud Infrastructure and Security team and work collaboratively with the Infrastructure Specialist.

• Provide on-site and remote support for desktops, laptops, mobile devices, printers, and peripherals.
• Troubleshoot hardware, software, operating system, and basic network issues within defined SLAs.
• Support endpoint management, including imaging, provisioning, patching, and software deployment using SCCM and Microsoft Intune.
• Assist with Citrix virtual desktop access and performance troubleshooting.
• Perform device setup and decommissioning for new hires, terminations, and hardware refreshes.
• Deliver field services support such as desk moves and equipment installations.
• Escalate complex issues to infrastructure or application teams as needed.
• Document incidents, resolutions, and configurations in the ticketing system.
• Apply updates and security controls to maintain device compliance standards.
• Contribute to IT documentation, policy adherence, audit readiness, and continuous improvement initiatives, and support infrastructure upgrade activities as required.

At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance through our various wellbeing programs. Based on this role’s business requirements, this is an onsite position requiring 5 days a week in a client or Cognizant office in Charlotte, NC.

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.

• 2+ years of deskside or desktop support experience.
• Post-secondary education in IT or equivalent practical experience.
• Experience supporting Windows environments.
• Hands-on experience with SCCM and Microsoft Intune.
• Exposure to Citrix virtual desktop environments.
• Working knowledge of Active Directory and basic networking (TCP/IP, DNS, DHCP).
• Familiarity with IT ticketing systems.
• Strong troubleshooting and problem-solving abilities.

• Clear communication with a customer-focused approach.
• Ability to prioritize in a fast-paced environment.
• Detail-oriented with solid documentation practices.

We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed.

Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.

Please note, this role is not able to offer visa transfer or sponsorship now or in the future.