IT Support Technician

Cognizant Technology Solutions • Los Lunas, NM

92d

About The Position

Cognizant is seeking an IT Support Technician for a full-time opportunity in Los Lunas, NM. This is an onsite role working from the client office in Los Lunas, NM. Qualified candidates must have valid US work authorization. We are unable to offer visa sponsorship.

Requirements

• 3 years of experience with Desktop Support.
• 3 years of Mac support and troubleshooting.
• 3 years of video conferencing support experience.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance in person at walkup support locations, over the phone, remote connection software, chat, and email.
• Flexible, able to multitask, and prioritize reported issues.
• Provide a high level of customer service to users seeking problem resolution.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in internal ticketing systems.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Logistics responsibilities include providing overall management in daily administration, asset distribution/setup, and shipping/receiving.
• Inventory of storage spaces, stocking, and maintenance of IT vending machines.
• Level 1 video conferencing support including troubleshooting of video conferencing equipment and inspection of video conferencing spaces and technical support of event spaces and events.
• Proficient in end-user network troubleshooting tools and practices.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services