General IT Support Technician(L3

Job Title:
General IT Support Technician (L3)

Job Location :
Onsite
- Menlo Park, CA, USA.

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

We are seeking an experienced and customer-focused General IT Support Technician (L3) to provide dedicated technical support across multiple business functions. This role serves as a key escalation point for end-user support and is responsible for delivering exceptional IT services, troubleshooting complex technical issues, managing IT assets, supporting conference room technologies, and ensuring seamless day-to-day IT operations.

The ideal candidate will possess strong technical expertise across desktop environments, mobile devices, operating systems, audiovisual technologies, and end-user networking, along with outstanding communication and customer service skills.

The base salary for this position is between $63,000 to $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 subject to the terms of Cognizant’s applicable plans.

• Serve as the primary point of contact for end users seeking technical support through walk-up service desks, phone, email, chat, and remote support channels.

• Diagnose, troubleshoot, and resolve hardware, software, operating system, mobile device, and application-related issues, ensuring timely restoration of services.

• Deliver exceptional customer service by providing clear technical guidance, communicating issue status updates, and ensuring a positive end-user support experience.

• Perform advanced desktop and mobility support for Windows, macOS, Linux, iOS, Android devices, and Mobile Device Management (MDM) solutions.

• Accurately document incidents, service requests, troubleshooting activities, and resolutions within IT ticketing and service management systems.

• Manage IT asset lifecycle activities including equipment deployment, workstation setup, inventory tracking, shipping/receiving, storage management, and asset recovery processes.

• Maintain IT operational logistics by overseeing inventory levels, stocking and auditing storage areas, and supporting IT vending machine management and replenishment.

• Provide Level 1 Audio Visual (AV) and video conferencing support by troubleshooting meeting room technologies, supporting events, and ensuring conference spaces remain operational and ready for use.

• Troubleshoot wired and wireless network connectivity issues using standard network diagnostic tools and apply a solid understanding of enterprise network infrastructure concepts.

• Act as the local escalation point for Level 1 and Level 2 support teams, collaborating with regional IT teams and cross-functional stakeholders to resolve complex technical issues and drive continuous service improvement.

• Bachelor's degree in Information Technology, Computer Science, or a related field preferred; equivalent experience will be considered.

• 5-7 years of hands-on experience in IT support, desktop support, help desk, or end-user computing environments.

• Proven experience supporting enterprise-scale end-user computing environments.

• Strong troubleshooting experience across hardware, software, operating systems, and peripherals.

• Experience supporting Windows, macOS, Linux, iOS, and Android platforms.

• Experience with Mobile Device Management (MDM) solutions.

• Knowledge of ITSM processes and ticketing systems such as Service Now, Remedy, Jira Service Management, or equivalent.

• Experience with IT inventory and asset management practices.

• Working knowledge of networking fundamentals including TCP/IP, DNS, DHCP, VPN, and wireless connectivity.

• Excellent verbal and written communication skills.

• Strong customer service orientation with the ability to work effectively with employees at all organizational levels.

• Ability to manage multiple priorities and work independently in a fast-paced environment.

• Experience supporting large enterprise environments.

• Exposure to collaboration tools such as Microsoft Teams, Zoom, Cisco Webex, and Google Meet.

• Familiarity with ITIL processes and best practices.

• Experience supporting executive users and business-critical environments.

• Relevant certifications such as:

  • CompTIA A+

  • CompTIA Network+

  • ITIL Foundation

  • Microsoft Modern Desktop Administrator

  • Apple Device Support Certification

• 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 though our various wellbeing programs. Based on this role’s business requirements,
this is an onsite role requiring 5 days a week at client site in Menlo Park, CA, USA.

The working…