Deskside Support Lead -Onsite

Deskside Support Lead -Onsite

Experience: 6-8+ years

Location: New York (onsite position) 5 days in office

Travel: As required

Please note, this role is not able to offer visa transfer or sponsorship now or in the future*

Key responsibilities

Reporting to the Global Local IT Manager the IT Deskside Support Lead is responsible for delivering onsite second line technical support to the client`s New York office. This involves dealing with the technical aspects of people processes, equipment and kit supply, and the troubleshooting of hardware, software and communications infrastructure, and the documentation of these continually evolving processes. Ability to oversee team tasks, serve as the site contact, and manage stakeholders' expectations with proficiency.

Senior technical troubleshooting skills in order to solve complex problems and train & mentor Desktop Analysts

Key technical contributor with demonstrable willingness to take initiative to follow up on issues, projects and deadlines.

Prepare and maintain technical documentation and knowledge articles for use throughout the enterprise.

Working as part of the team responsible for the overall delivery of Local IT support including, but not limited to, the following core services:

Build, configuration, installation, relocation, troubleshooting and maintenance of IT hardware and software (Applications, Laptops, Desktops and peripherals, printers and multifunctional devices)

Mobile Device support: Experience in supporting mobile devices (iphone & ipad)

Installation, maintenance and troubleshooting of telephony equipment, including handset, switch and voicemail administration

Planning, coordination and execution of office/desk moves

Meeting room technical support including Video Conferencing, Webex and Webinars and presentations

VIP Support, Conference and Hearing/Litigation support

Serve as liaison with fellow IT support departments. (i.e. Network Ops/Client Computing)

Support the training of users in various Technology as required

Work with vendors or other technical resources to troubleshoot desktop support issues.

Strive to deliver the overall IT goals of providing a world class service to our legal teams in the Clients Office

Document and audit customer interactions in the incident management system including asset management

Research and support enterprise desktop solutions using industry standard tools, for example Microsoft System Centre , or other applicable products

Work closely with required central IT teams including the IT Service Desk to improve the speed and clarity of local IT support requests and of local IT support teams

Undertaking local projects required by the office

Be willing to carry out shift work, weekends and on-call as required.

Key Requirements

Passionate about outstanding customer experiences

Must be an excellent face-to-face and telephone communicator

Self-driven, results-oriented with a positive outlook and a clear focus on high quality

A natural forward planner who critically assesses own performance

Mature, credible, and comfortable in dealing with internal customers, external service providers and stakeholders

Reliable, tolerant, and determined

Able to understand and explain metrics and quickly be able to generate metrics from existing measures

Good understanding of Asset Management life cycle

Must have a keen sense of audience

The ability to work quickly and collaborate effectively with a global dispersed group of colleagues is essential

Proficient English language skills

Proven team player, preferably within a professional services organization

Exceptional attention to detail with a passion for continuous improvement

Ability to promote and demonstrate new technologies to end users.

Broad understanding of the technology market especially relating to the consumerization of IT

Common sense approach and ability to demonstrate initiative

Technical

Broad technical experience that includes (but not limited to):

PC Architecture, Azure virtual desktop, Microsoft Suite of Applications

ITIL Certifications/foundation qualified

Video Conferencing, Webex and Webinars and presentations

Microsoft System Centre

Previous experience of working in and supporting a Azure Virtual desktop environment and AppSense support experience

Microsoft qualifications desirable

Experience with supporting Windows 10 and Windows 11, laptops, desktops

Matter-centric Document Management systems

Document comparison tools

Necessary patching and cabling, following defined cable management plans

Litigation related IT systems (document review, discovery tools etc.)

Exposure to tablet and Smartphone devices

Experience supporting and maintaining telephony systems

Understanding and ability to setup basic network infrastructure

A good understanding of basic data and voice communications networks and systems including ISDN-2, ISDN-30, leased circuits and VOIP

Set up, maintenance and supply of loan equipment

Completing internal user moves including phones

Basic TCP/IP networking configuration

Experience managing wired and wireless networks

Creating purchase requisitions for IT hardware/software

Competencies

Clear and concise written and oral communication skills.

Flexible in approach and adaptable to change.

Resilient and calm under pressure.

The ability to build working relationships with a range of people at all levels.

Proactive approach with a 'can-do' attitude.

Identifies and communicates opportunities to improve the way that work is done.

Excellent organizational and time management skills with the ability to manage tasks efficiently and with a high attention to detail.

Works successfully as part of a team, sharing knowledge, collaborating with and supporting colleagues.

Excellent customer service skills with a helpful and responsive approach.

Motivated, results and delivery focused with a commitment to quality of work.

Takes ownership and actively looks for personal learning and development opportunities.

Takes a commonsense approach and demonstrates initiative and sound judgement.

Commitment to the highest level of integrity.

Focus on finding the right solutions and problem solving.

An understanding of working across cultural boundaries.

Salary and Other Compensation:

Applications will be accepted until 03/12/2025

The annual salary for this position is between $49,001- $107,000 depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant's discretionary annual incentive program and stock awards, based on performance and is subject to the terms of Cognizant's applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

* 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

Disclaimer: The salary, other compensation, and benefits 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.

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