Desktop Support Technician

Job Title- Desktop Support TechnicianJob Location- Onsite, Toronto, CanadaWe are seeking experienced and highly motivated Desktop Support Technician to join our elite Deskside Support team. This is a client-facing role with regular interactions with various client managers, VIPs, and their administrative assistants. The team operates under a total contact ownership model, ensuring rapid response and high first-contact resolution rates.In this role, you willMonitor multiple intake channels (phone, email, Slack, SNOW tickets, etc.) to respond promptly to user issues.Provide face-to-face and remote technical support to end users, including executives and VIPs.Troubleshoot and resolve hardware, software, and network issues.Install, upgrade, and maintain software and hardware components.Create and maintain technical documentation and knowledge base articles.Ensure timely resolution of incidents and service requests using ITSM tools like ServiceNow or Remedy.Support Audio/Video conferencing systems and live meeting streaming setups.Perform IMAC (Installs, Moves, Adds, Changes) activities and ad-hoc support.Carry and move device boxes as needed for deskside support tasks.Follow security and confidentiality policies and procedures.What You’ll Need To Succeed (required Skills)2–5 years of experience in deskside support or similar technical support roles.Strong knowledge of Windows and macOS platforms, including laptops, desktops, mobile devices, and peripherals.Proficiency in MS Office Suite, especially Outlook.Experience with Active Directory, SCCM, JAMF, Nexthink, and similar tools.Familiarity with VDI environments, remote access tools, and enterprise software.Tier 2+ networking skills (VLANs, DHCP, DNS).Proven ability to manage workload independently and prioritize executive-level support.Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.Ability to work flexible hours, including nights and weekends, as required.Preferred skills: what will help you stand outBachelor’s degree in computer science or related field (or +2 years of additional experience).5+ years in a Deskside Support role, with 3+ years of face-to-face support.Experience supporting C-level executives in a Fortune 500 company.Industry certifications such as CompTIA A+, ACMT, ITIL Foundations, or OEM hardware repair certifications.Experience with ServiceNow ITSM Tool Suite.At Cognizant, we're eager to meet people who believe in our mission and can make an impact in various ways. We strongly encourage you to apply even if you only meet the required skills listed. Consider what transferrable experience and skills make you a unique applicant and help us see how you'd be beneficial to this role.Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future.Working arrangementsAt Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance through our various wellbeing programs. Based on this role’s business requirements, this is an onsite position requiring 5 days a week in a client office at Toronto, ON.Note: The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.