Bilingual Deskside Technician

• Paid holidays plus Paid Time Off
• Paid Parental Leave

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

We are seeking a highly motivated and customer-focused Deskside Technician to provide comprehensive End User Computing (EUC) support in a fast-paced enterprise environment. The ideal candidate will be responsible for the deployment, maintenance, troubleshooting, and lifecycle management of end-user devices, while ensuring adherence to IT service management processes and delivering exceptional customer support.

The role requires strong technical expertise in desktop and mobility support, hardware break-fix services, operating systems troubleshooting, asset management, and ITSM ticket management. The successful candidate will work closely with users and IT teams to ensure seamless technology operations and high levels of user satisfaction.

• Deploy, configure, and install PCs, laptops, mobile devices, tablets, printers, desk phones, soft phones, and other end-user computing equipment in accordance with enterprise standards.
• Provide hands‑on deskside support for hardware, software, and mobility‑related issues across Windows and Mac environments.
• Diagnose, troubleshoot, and perform break‑fix repairs on desktops, laptops, mobile devices, tablets, printers and peripheral hardware to minimize user downtime.
• Resolve operating system and application issues across supported platforms, including Windows 11, macOS, iOS and Microsoft Office 365.
• Manage incidents, service requests, and problem tickets through Service Now or other ITSM tools, ensuring timely resolution and adherence to SLA commitments.
• Accurately document troubleshooting activities, solutions provided, ticket updates, and customer interactions following established operational procedures.
• Maintain and update site‑specific technical documentation, knowledge articles, and support procedures to improve service delivery efficiency.
• Administer and maintain asset inventory records throughout the device lifecycle, including deployment, movement, refresh, replacement, recovery and disposal activities using approved enterprise tools.
• Collaborate with cross‑functional IT teams, vendors, and business stakeholders to resolve complex technical issues and support ongoing workplace technology initiatives.
• Deliver exceptional customer service by providing effective technical support, communicating clearly with end users, and ensuring a positive user experience in a fast‑paced onsite environment.

• 3+ years of experience in Deskside Support, Desktop Support, End User Computing (EUC), or IT Support Services.
• Strong experience supporting:
  • Windows 11
  • Microsoft Office 365
  • Service Now / ITSM Tools
  • Desktop, Laptop, and Mobility Support
• Hands‑on experience with hardware deployment, troubleshooting, and break‑fix support.
• Experience supporting Windows PCs, Mac devices, mobile devices, tablets, printers, and peripheral hardware.
• Knowledge of asset management and inventory tracking processes.
• Strong troubleshooting, analytical, and problem‑solving skills.
• Excellent customer service and communication skills.
• Mandatory bilingual proficiency in English and French (spoken and written).
• Ability to work onsite five (5) days per week in Kirkland, Quebec.

• Windows 11
• Microsoft Office 365
• Service Now
• Deskside Support Services
• Desktop, Laptop & Mobility Support
• Hardware Break‑Fix
• End User Device Deployment
• Asset Management

• macOS Support
• iOS Support
• Printer Support
• Endpoint Troubleshooting
• ITSM Ticket Management
• Documentation Management

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• Long‑term/Short‑term Disability
• Paid Parental Leave

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 Quebec, Canada. The…