Desk Side Support Engineer

About the role

As a Desk Side Support Engineer, you will make an impact by providing onsite and remote IT support for end users, supporting incident management, Service Now workflows, Windows environments, device imaging and configuration, hardware lifecycle activities, inventory management, and local infrastructure support. You'll be a valued member of the Cloud Infrastructure and Security team, working closely with end users, local IT teams, service management teams, and broader technology stakeholders to help ensure reliable, secure, and efficient technology service.

• Provide onsite desk side support and remote support for end users, including troubleshooting hardware, software, access, network, and desktop-related issues
• Manage incidents, requests, and tasks through Service Now or other ITSM/helpdesk tools
• Support Windows 10, Windows 11, laptops, desktops, mobile devices, peripherals, and enterprise desktop environments
• Image, configure, build, ship, receive, and decommission end‑user devices
• Perform new device setup and configuration for end users
• Support desktop management, user administration, and Active Directory‑related activities
• Maintain hardware inventory, asset records, and device lifecycle documentation
• Provide hands‑and‑feet support for local infrastructure operations, including servers, printers, LAN switches, routers, MUX devices, and related office technology
• Troubleshoot and support video‑conferencing devices, projectors, TVs, printers, and meeting room technology
• Support Google tools, Google Workspace, Microsoft Office 365, Adobe applications, Apple Mac devices, iOS, and Android devices
• Support device compliance activities, including patch management, antivirus status, endpoint health, and noncompliance remediation
• Act as the local point of contact for onsite IT support needs
• Collaborate with the broader IT community to improve IT support services, processes, and service quality
• Provide support to other locations when required, while prioritizing support for the assigned Boston location
• Maintain clear documentation of issues, resolutions, assets, and support activities
• Follow company policies, client procedures, health and safety requirements, and service delivery standards

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 Boston, MA.

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.

• 3+ years of hands‑on experience in IT services, desktop support, or infrastructure support, with strong skills across Windows 10/11, hardware, laptops, peripherals, and end‑user devices
• Working knowledge of Microsoft Office 365, Adobe applications, and Google Workspace, along with experience supporting Apple Mac devices, iOS, Android, and meeting room technology
• Expertise in Service Now or other ITSM tools to manage incidents, requests, and tasks
• Proficiency in Active Directory, user administration, device imaging, and endpoint configuration
• Experience with hardware inventory, asset management, device builds, shipping, receiving, and decommissioning
• Working knowledge of Google Workspace, iOS, and Android
• Basic understanding of local infrastructure support, including servers, printers, LAN switches, and routers

• ITIL certification or working knowledge of ITIL processes
• Background in network and server support, along with experience providing application support
• Familiarity supporting endpoint compliance, patching, antivirus, and device security activities
• Time spent in a managed services, enterprise IT, or client‑facing support environment
• Strong communication, documentation, customer service, and problem‑solving skills, with the ability to work independently, prioritize tasks, and support users in a…