Deskside Engineer

Job Title:
Deskside Engineer

Job Location:
Onsite [5 days]- New York, NY, USA.

We are seeking an experienced Deskside Engineer / Field Services Engineer to provide high-quality onsite technical support for end users, including executive and VIP users. The role will support laptops, desktops, mobile devices, peripherals, Microsoft 365 services, collaboration technologies, and conference room solutions.

The ideal candidate will have strong hands-on troubleshooting skills across Windows and macOS environments, experience with IMACD and asset lifecycle activities, and a strong customer-service mindset. This position requires close collaboration with Service Desk, infrastructure, network, and engineering teams to ensure incidents and service requests are resolved efficiently.

The annual salary for this position is between $60,000 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.

• Provide onsite deskside and field support for laptops, desktops, monitors, docking stations, printers, mobile devices, peripherals, and related end-user technologies.

• Diagnose and resolve hardware, software, operating system, connectivity, printing, mobility, and peripheral-related technical issues.

• Perform IMACD activities
  , including installations, moves, additions, changes, and decommissions of end-user computing equipment.

• Support new-hire onboarding, device deployment, laptop/desktop refreshes, hardware swaps, break/fix activities, and equipment recovery
  .

• Provide white-glove and VIP executive support
  , responding professionally and promptly to high-priority technical issues and meeting-support requirements.

• Troubleshoot and support Windows 10/11 and macOS devices, including common operating system, application, device, and connectivity issues.

• Provide technical support for Microsoft 365 / Office 365 applications and services
  , including Microsoft Teams and associated end-user collaboration technologies.

• Support Microsoft Teams Rooms, conference rooms, audio/video equipment, and meeting technology
  , helping ensure meetings and collaboration sessions operate successfully.

• Troubleshoot basic network connectivity issues
  , including wired and wireless connections and endpoint connectivity.

• Support mobile devices and related user connectivity or configuration issues.

• Perform asset lifecycle management
  , including inventory tracking, device deployment, equipment recovery, hardware replacement, and disposal activities.

• Maintain accurate asset and configuration records and ensure equipment movement is properly documented.

• Create, update, manage, and resolve incidents and service requests using Service Now
  .

• Work closely with Service Desk, infrastructure, network, application, and engineering teams for escalation and timely resolution of complex technical issues.

• Follow established ITIL-based Incident, Request, and Change Management processes and operational procedures.

• Maintain accurate technical documentation, troubleshooting notes, ticket updates, knowledge articles, and resolution details.

• Ensure a positive end-user experience through professional communication, ownership of technical issues, and effective follow-through.

• 5+ years of experience in Deskside Support, Desktop Support, Field Services, or End-User Computing support.

• 5+ years of experience supporting Windows environments, including Windows 10/11.

• 3+ years of experience with Service Now or a comparable IT service management platform.

• 3+ years of Microsoft 365 / Office 365 support experience.

• 3+ years of hands-on IMACD and IT asset management experience
  .

• Good understanding of networking fundamentals and endpoint connectivity troubleshooting.

• Experience supporting macOS/Macintosh environments
  .

• Experience working within ITIL-based Incident and Request Management processes.

• Strong hands-on troubleshooting capabilities across hardware, operating systems, applications, peripherals, and collaboration technologies.

• Strong customer-service and communication skills with the ability to work effectively with both technical and non-technical users.

• Ability to provide professional, discreet, and responsive support to executives and VIP users.

• Ability to work independently while collaborating effectively with Service Desk and…