Field Services Support CIS

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 turnaround, first-visit resolution, CSAT, backlog health, asset accuracy and project milestones.

Required Skills & Qualifications

• Minimum of High School diploma and/or Associates or Bachelor’s degree in Computer Science , Information Technology, Engineering, or related field.

• 0-2 years in IT end-user / field services support.

• Working knowledge of ITIL incident , request , change, problem and asset management.

• Hands-on experience with ITSM tools such as ManageEngine ServiceDesk Plus, ServiceNow or BMC Remedy/Helix.

• Strong background in Windows and MacOS endpoints, M365, Active Directory / Entra ID, Okta, CrowdStrike, Webex, printers, mobile devices and basic networking.

• Working knowledge of endpoint management tools such as SCCM/MECM, ManageEngine, Intune or JAMF, including USB imaging.

• Ability to manage competing priorities, SLAs and escalations under pressure.

• Excellent communication and stakeholder management skills with end users, VIPs and client leadership.

• Valid driver's license, ability to travel between sites and lift up to 50 lbs, and flexibility for after-hours and weekend support.

• Experience in government, healthcare or other regulated environments, DEX tools such as Nexthink, and large-scale hardware refresh and site migrations is a plus.

• Certifications:

o ITIL v4 Foundation Certification

o CompTIA A+ or Networko Microsoft MD-102 or ServiceNow certifications

Location

This is an onsite role at the client facility in Des Moines, IA , with travel between client sites as required. While we attempt to honor candidate location preferences, business needs and position availability will determine final location assignment.

Start Date

New hires will start in December 2026 . While we will attempt to honor candidate start date preferences, business need and position availability will determine final start date assignment. Exact start date will be communicated with enough time for you to plan effectively.

Salary and Other Compensation:

The annual salary for this position is $45,000 and is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Why Choose Us?

Cognizant delivers solutions that draw upon the full power and scale of our associates. You will be supported by high-caliber experts and employ some of the most advanced and patented capabilities. Our associates’ diverse backgrounds offer multifaceted perspectives and fuel new ways of thinking. We encourage lively discussions which inspire better results for our clients.

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 hourly rate, 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.

Work Authorization

Due to the nature of this position, Cognizant cannot provide sponsorship for U.S. work authorization (including participation in a CPT/OPT program) for this role.

Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.