Job Summary

We are seeking a dedicated Technical Lead with 5 to 8 years of experience in Desktop Support to join our team. This hybrid role offers the flexibility of remote work while requiring occasional office presence. The ideal candidate will excel in providing exceptional technical support and ensuring seamless IT operations. This position does not require travel and the shift is during the day.

Responsibilities

• Oversee the daily operations of desktop support ensuring all technical issues are resolved efficiently.
• Provide expert guidance and troubleshooting for hardware and software issues to maintain optimal system performance.
• Collaborate with IT teams to implement and improve support processes enhancing user satisfaction.
• Develop and maintain documentation for support procedures and technical solutions.
• Ensure timely response and resolution of support tickets prioritizing tasks based on urgency and impact.
• Coordinate with vendors and suppliers to manage hardware and software procurement and maintenance.
• Monitor system performance and provide recommendations for upgrades or improvements.
• Conduct regular training sessions for team members to enhance their technical skills and knowledge.
• Implement security protocols to protect company data and ensure compliance with industry standards.
• Facilitate communication between technical teams and end-users to ensure clear understanding of issues and solutions.
• Analyze support trends to identify areas for improvement and implement strategic solutions.
• Lead projects aimed at enhancing desktop support services and infrastructure.
• Provide exceptional customer service ensuring a positive experience for all users.

Qualifications

• Possess strong analytical and problem-solving skills to address complex technical issues effectively.
• Demonstrate proficiency in desktop support technologies including hardware and software troubleshooting.
• Exhibit excellent communication skills to interact with team members and end-users clearly.
• Have a solid understanding of ITIL processes and best practices in desktop support.
• Show experience in managing and prioritizing multiple tasks in a fast-paced environment.
• Display a proactive approach to learning new technologies and staying updated with industry trends.
• Hold a bachelors degree in Computer Science Information Technology or a related field.

Certifications Required

CompTIA A+ Certification ITIL Foundation Certification

The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

• Cognizant is a global community with more than 300,000 associates around the world.
• We don’t just dream of a better way – we make it happen.
• We take care of our people, clients, company, communities and climate by doing what’s right.
• We foster an innovative environment where you can build the career path that’s right for you.

About us:
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2025) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.

Disclaimer:
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.