at Cognizant in

Missoula, Montana, United States Job Description Team:

Cloud, Infrastructure & Security ( CIS ) Position Overview The Field Services Support role manages day-to-day onsite end-user support delivery across one or more client locations. The role owns IMAC requests, break-fix incidents and infrastructure project support, and is accountable for SLA attainment and customer satisfaction. This is a full-time, onsite role with travel between sites as required. Key Responsibilities

• Monitor team queues in the ITSM tool; assign, balance and re-prioritize work based on impact, urgency and SLA .
• Coordinate VIP and executive support, critical incidents and site outages, balancing BAU tickets against project work.
• Escalate and coordinate with Service Desk, L3 resolver groups, network, server and vendor teams.
• Own fulfillment of Install, Move, Add and Change ( IMAC ) requests, including setting up computers, peripherals and software for end users.
• Image computers using bootable USB media, deploy them to end users, and oversee device refresh and redeployment.
• Ensure accurate asset tagging, CMDB updates, and asset lifecycle records for every IMAC action.
• Take Level 1 and Level 2 calls and walk-ups, log them in ServiceDesk Plus, and resolve issues from password resets to hardware and software troubleshooting.
• Provide desk-side support for desktop, laptop, printer, mobile, AV and peripheral incidents, escalating to ServiceDesk Plus resolver groups as needed.
• Coordinate warranty repairs with vendor technicians and manage spare-parts inventory.
• Drive problem management for recurring issues and implement permanent fixes.
• Manage user and computer assets using Active Directory, SCCM , ManageEngine, CrowdStrike and Okta, and Webex accounts for Medicaid call center users.
• Manage surplus out-of-warranty equipment: wipe hard drives, remove computer objects from the network, and prepare equipment for sale on GovDeals.
• Plan onsite support for infrastructure projects (hardware refresh, migrations, office moves, network cutovers, site build-outs ), provide estimates and report progress against milestones.
• Coordinate after-hours and weekend change windows following the change management process.
• Ensure adherence to ITIL processes and security, safety and data-handling policies.
• Maintain site SOPs, runbooks and knowledge articles; drive ticket quality audits and identify automation and service improvement opportunities.
• Deliver against KPIs including SLA attainment, IMAC turn To view full details and how to apply, please login or create a Job Seeker account