Deskside Support Engineer

Job Title:

Deskside Support Engineer

Job Location:

Onsite
- Boston, MA

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

We are seeking a highly skilled Deskside Support Engineer to provide end‑user computing support, ensuring seamless operation of desktop environments, peripherals, and collaboration tools. The ideal candidate will deliver high‑quality, “white‑glove” IT support, maintain SLAs, and contribute to operational efficiency and end‑user satisfaction.

The annual salary for this position is between $60,000 to $70,000 depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

• Provide end‑to‑end desktop and deskside support for hardware, software, and peripheral devices including laptops, desktops, mobile devices, printers, scanners, and AV equipment

• Troubleshoot, isolate, and resolve technical issues across operating systems, applications, and network connectivity

• Ensure systems are properly configured and integrated with network drives and enterprise applications

• Deliver support via in‑person, phone, email, and remote tools

• Maintain and consistently meet Service Level Agreements (SLAs)

• Perform hardware builds, imaging, deployment, and asset readiness for new devices

• Manage and track hardware/software inventory as per organizational policies

• Support boardroom and AV setups, including video conferencing tools like MS Teams and Zoom

• Train end users on standard applications, hardware usage, and best practices

• Work independently on incidents and follow escalation procedures when required

• Collaborate with vendors and internal teams for issue resolution and procurement needs

• Participate in testing, documentation, and implementation of IT projects

• Provide on‑call support as part of an after‑hours rotation

• Build and maintain strong relationships with business users and stakeholders

• Desktop Support & Administration: Installation, configuration, maintenance, and troubleshooting of desktops, laptops, and peripherals

• Windows Environment:

  • Windows 11

  • Windows Server (2008/2012) exposure

  • Active Directory, Group Policy, Terminal Services, DFS

• Windows Imaging: MDT, WDS

• Office Productivity Tools: Microsoft Office Suite (Word, Excel, PowerPoint, Access), Office 365

• End User Computing: Troubleshooting desktops, laptops, tablets, printers, and related devices

• AV & Collaboration Tools: Setup and troubleshooting of boardroom equipment, MS Teams, Zoom

• ITSM Tools: Experience with ticketing tools (preferably Service Now)

• ITIL Processes: Strong understanding of incident, problem, and change management

• Vendor & Procurement Coordination: Hardware/software troubleshooting and purchasing support

• Strong verbal and written communication skills with the ability to interact across all organizational levels

• Excellent customer service orientation with a focus on delivering high‑quality user experience

• Ability to work independently with minimal supervision

• Strong problem‑solving and analytical skills under pressure

• Ability to prioritize tasks and manage multiple tickets in a fast‑paced environment

• Experience working in onsite‑offshore support models

• Flexible and adaptable with a proactive and positive attitude

• Continuous learner with interest in staying updated on desktop technologies and ITIL practices

• Experience in a corporate or enterprise IT support environment

• Exposure to inventory management systems

• Certifications such as ITIL Foundation, Microsoft certifications (nice to have)

• 10‑15% travel across other sites.

• 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

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…