Lead Field Service and Desktop Support Engineer

Cognizant is seeking a Lead Field Services & Desktop Support Engineer with 5-8 years of experience in work‑from‑office desktop support across office and factory environments. This is a hands-on onsite lead role , requiring daily physical presence at our customer location in Gastonia, CA where the lead actively performs field support while overseeing desktop operations for the site Key Responsibilities Provide hands-on onsite support (break/fix, deployments, escalations) for laptops/desktops, rugged factory devices, printers (HP/Lexmark), handheld scanners, and conference room A/V systems. Act as primary point of accountability for the site from desktop support perspective. Monitor and assign tickets through ITSM tools; manage queues, priorities, and escalations. Perform incident management, RCA for major incidents , and drive issue prevention. Create and maintain SOPs, runbooks, and knowledge articles . Utilize tools such as

SCCM, IT

Shop, and Nexthink for endpoint visibility and support efficiency. Apply strong Windows troubleshooting skills and basic network diagnostics to restore services quickly. Create and maintain SOPs, runbooks, and knowledge articles . Utilize tools such as

SCCM, IT

Shop, and Nexthink for endpoint visibility and support efficiency. Apply strong Windows troubleshooting skills and basic network diagnostics to restore services quickly.

Qualifications:

Experience working as an Operations Lead with Work Assignment reporting, escalation handling, RCA/root cause analysis, and documentation. 5 to 7 years of Desktop Support experience including experience with Windows 7 support for laptop/desktop, hardware troubleshooting, and printer support. 2 to 3 years of experience with Audio Visual devices including Cisco VC devices troubleshooting and Telephony.