Site Support Technician – Desktop Support

Experience

5+ years

Location: Frederick, MD (Onsite role)

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

We are seeking a highly skilled Site Support Technician to support end-user computing environments across Windows and Mac platforms. This role is responsible for delivering high-quality desktop support, managing incidents through Service Now, and ensuring smooth IT operations.

• Windows Support
• Mac Support
• Service Now (Incident Management, ITSM workflows)
• SCCM (software deployment and patch management)
• Proven experience in desktop support within a corporate or enterprise environment.
• Strong understanding of ITIL-based service management processes.
• Excellent problem-solving and communication skills.

• Manage incident lifecycle within Service Now, including ticket triage, prioritization, assignment, and resolution coordination.
• Provide advanced troubleshooting for Windows operating systems, resolving OS, application, and configuration issues within defined timelines.
• Support Mac environments, ensuring cross-platform compatibility and user productivity.
• Administer and optimize Service Now workflows, categories, and knowledge base articles to improve efficiency and user experience.
• Deliver hands‑on desktop support for hardware, software, and peripheral issues across on‑site and remote users.
• Analyze recurring incidents and trends to recommend preventive measures and long‑term solutions.
• Collaborate with cross‑functional IT teams to identify root causes, implement fixes, and communicate status updates to stakeholders.
• Develop and maintain standard operating procedures (SOPs) and escalation processes.
• Maintain accurate asset and configuration data within Service Now.
• Track KPIs and contribute to continuous service improvement initiatives.
• Document solutions, known errors, and workarounds in the knowledge management system.
• Ensure compliance with organizational security, patching, and access control policies.
• Coordinate with vendors and external partners for issue resolution when required.

Applications will be accepted until 6/5/2026.

The annual salary for this position is between $37,804 and $72,000 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 is subject to the terms of Cognizant’s applicable plans.

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contribution
• Long‑term/Short‑term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

Disclaimer:
The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.