Technical Lead

Cognizant•Atlanta, GA

About The Position

Cognizant’s Cloud, Infrastructure, and Security Services Practice (CIS), is all about accepting digital transformation by driving core modernization holistically across layers. We help customers transform infrastructure and workplace to meet the constantly evolving needs of the digital era. Our broad approach delivers key results for our customers by achieving cloud driven modernization and workplace and operational transformation to own the business in a secure environment. Role: Infra technology specialist Location: Atlanta, GA Job Summary: Mandatory skills: Field Services, Windows, Desktop, Servicenow, ITSM We are seeking a seasoned IT professional with 10+ years of experience in Field Services and Deskside Support to join our infrastructure operations team. The ideal candidate will be responsible for ensuring seamless end-user support, managing hardware/software incidents, and driving operational excellence across service delivery touchpoints. This role demands a proactive mindset, strong technical acumen, and excellent stakeholder management skills.

Requirements

Strong hands-on experience in Windows and Macintosh OS environment
Proficiency in ServiceNow or similar ITSM platforms
Solid understanding of IT Service Management (ITSM) and desktop support workflows
Experience supporting VIP users and high-density environments
Familiarity with SCCM, remote desktop tools, and hardware diagnostic utilities
Excellent communication and interpersonal skills to interact with clients and internal teams
Ability to manage logistics and coordinate with vendors for hardware replacements and repairs

Nice To Haves

ITIL Foundation certification preferred

Responsibilities

Provide deskside and field support for hardware, software, and peripheral devices including laptops, desktops, printers, and mobile devices
Handle IMAC/D (Install, Move, Add, Change, De-install) activities and VIP support across designated locations
Troubleshoot and resolve incidents escalated from L1/L2 support teams, ensuring minimal downtime and high user satisfaction
Manage asset lifecycle including provisioning, tracking, and disposal in coordination with asset management teams
Support video conferencing setups, training room equipment, and specialized devices (Mac, Android, etc.)
Collaborate with service desk and remote support teams to ensure end-to-end resolution of technical issues
Maintain documentation of service activities, SOPs, and knowledge base articles
Participate in governance audits, site readiness checks, and preventive maintenance schedules
Ensure compliance with ITIL processes and organizational security standards

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