IT Support Specialist

This role provides end-user support and keeps IT services running smoothly across devices and enterprise Microsoft tools.

Responsibilities

• Deliver Level 1 and Level 2 support for desktops, laptops, printers, scanners, mobile devices, conferencing systems, and other IT peripherals
• Diagnose and resolve incidents involving hardware, software, operating systems, and enterprise applications
• Install, configure, and maintain Windows 10 and Windows 11 operating systems
• Troubleshoot Microsoft Office applications and other standard enterprise software
• Support Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint, Word, Excel, and PowerPoint
• Assist with collaboration tools, video conferencing solutions, and meeting room technologies
• Provide customer-focused service to support a positive end-user experience
• Escalate complex issues to the right teams and follow through to resolution
• Manage incidents and service requests using ITIL-based service management processes
• Work tickets to meet established SLAs and ensure timely resolution
• Perform root cause analysis for recurring issues and recommend corrective actions
• Maintain accurate ticket documentation, status updates, and resolution details
• Participate in problem management activities to reduce recurring incidents
• Deploy, configure, maintain, and troubleshoot desktops, laptops, tablets, and mobile devices
• Conduct device imaging, operating system deployments, software installs, upgrades, and patch management
• Support endpoint management tools including Microsoft Intune, SCCM/MECM, and remote support utilities
• Handle user account provisioning and device assignment activities
• Support endpoint security and compliance standards
• Track hardware assets and maintain inventory records plus asset lifecycle documentation
• Provide hands-and-feet support for server, network, security, and infrastructure teams
• Troubleshoot network connectivity issues across LAN, WAN, Wi-Fi, VPN, DNS, and DHCP
• Support local infrastructure tasks including rack installations, cabling, hardware replacements, and equipment moves
• Assist with datacenter and communication room operations when needed
• Coordinate with third-party vendors and service providers to resolve hardware and software incidents
• Support technology refresh, workplace modernization, and infrastructure upgrade initiatives
• Create and maintain technical documentation, knowledge articles, support procedures, and operational runbooks
• Document troubleshooting guides and standard operating procedures
• Contribute to continuous service improvement and operational process optimization
• Participate in operational reviews and recommend improvements to end-user support services

Requirements

• 7+ years of experience in IT Support, Desktop Support, Service Desk, EUC Support, or Workplace Technology
• Experience supporting enterprise Microsoft environments
• Familiarity with IT asset management and inventory control processes
• Experience working in an ITIL-driven support organization
• Bachelor’s Degree in Information Technology, Computer Science, Engineering, or a related discipline (preferred)

Technologies

• Windows 10, Windows 11
• Microsoft Office
• Outlook, Teams, OneDrive, SharePoint, Word, Excel, PowerPoint
• Microsoft 365
• Microsoft Intune
• SCCM/MECM
• ITIL
• LAN, WAN, Wi-Fi, VPN, DNS, DHCP

Salary and Other Compensation

• Annual salary: $79,000 to $85,000 per year, depending on experience and qualifications
• Eligible for Cognizant’s discretionary annual incentive program based on performance and plan terms

Benefits

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

Work Model and Location

• Onsite role requiring 5 days a week at client site
• Location: Orange, CA, USA
• Working arrangements reflect the posting date and may change based on project and client requirements

Visa

• This role is not able to offer visa transfer or sponsorship now or in the future

Relevant Certifications (Highly Desirable)

• CompTIA A+
• CompTIA Network+
• Microsoft 365 Fundamentals
• Microsoft Endpoint Administrator Associate

Required Certification

• ITIL Foundation Certification (Required)

Required Technical Skills

• Windows 10 and Windows 11 Administration
• Device Imaging and Deployment
• SCCM / MECM Administration
• Microsoft Intune
• Endpoint Lifecycle Management