General IT Support Technician

Job Title: General IT Support Technician

Job Location: Onsite - Austin, Texas, USA

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

We are seeking a proactive and customer-focused General IT Support Technician to join our IT support team. This role is responsible for delivering high‑quality technical support across desktop environments, mobile devices, and enterprise applications. The ideal candidate will have strong troubleshooting skills, excellent communication abilities, and a passion for delivering timely resolutions to end users.

• Diagnose and resolve hardware and software issues affecting desktops, laptops, and peripheral devices through remote and in‑person support channels.
• Provide end‑user support via multiple communication methods including phone, chat, email, ticketing systems, and face‑to‑face interactions.
• Perform mobile device management (MDM), including device configuration, troubleshooting, and support across enterprise mobile environments.
• Analyze user‑reported issues and determine the most effective solution based on problem details and system impact.
• Guide users step‑by‑step through technical troubleshooting and resolution processes in a clear and professional manner.
• Escalate complex or unresolved issues to higher‑level support teams, ensuring proper documentation and follow‑through.
• Maintain accurate records of incidents, service requests, and resolutions within IT ticketing systems.
• Provide accurate and up‑to‑date information to users regarding IT services, tools, and best practices.
• Support adherence to IT service management (ITSM) processes and contribute to continuous improvement initiatives.

• 1–3 years of experience in desktop/laptop support or IT helpdesk roles.
• Strong knowledge of Windows and/or Mac operating systems.
• Experience with Mobile Device Management (MDM) tools and environments.
• Hands‑on experience with IT ticketing systems (e.g., Service Now, Remedy, Jira).
• Familiarity with basic networking concepts and troubleshooting methodologies.
• Strong problem‑solving skills with the ability to diagnose and resolve technical issues efficiently.
• Excellent verbal and written communication skills with a customer‑centric mindset.

• Understanding of ITIL processes and IT service management best practices.
• Experience working in a corporate or enterprise IT environment.
• Ability to handle multiple tickets and prioritize workload effectively in a fast‑paced environment.

• 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

Based on this role’s business requirements, this is an onsite position requiring 5 days a week at a client location in Austin, Texas, USA.

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.