Job Title: Tech Lead - Field Services & Desktop SupportJob Location: Onsite- Portland, Oregon Please note, this role is not able to offer visa transfer or sponsorship now or in the futureWe are seeking a Lead - Field Services & Desktop Support with 6-9 years of experience in delivering fully onsite desktop support across both office and industrial (factory) environments.
This is a hands-on leadership role, requiring daily onsite presence at the customer location. The individual will actively perform field support while overseeing desktop operations, ensuring service excellence, operational efficiency, and end-user satisfaction.
In this role, you will- 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 the primary point of accountability for all desktop support services at the site.
- Monitor, prioritize, and assign tickets using ITSM tools, ensuring SLA adherence and efficient queue management.
- Lead incident management, perform root cause analysis (RCA) for major incidents, and drive proactive issue prevention.
- Develop and maintain SOPs, knowledge base articles, and operational runbooks.
- Utilize enterprise tools such as SCCM, IT Shop, and Nexthink to enhance endpoint visibility and service delivery.
- Apply advanced Windows troubleshooting and perform basic network diagnostics to restore services promptly.
- Coordinate with cross-functional teams and stakeholders to ensure seamless service operations and continuous improvement.
What you'll need to succeed (required skills)- 6-9 years of experience in Desktop Support / Field Services in enterprise environments
- Strong expertise in:
- Windows 10/11 troubleshooting and support
- Laptop/Desktop hardware diagnostics and repair
- Printer support (HP, Lexmark)
- Hands-on experience with A/V systems and conferencing technologies (e.g., Cisco VC, telephony)
- Working knowledge of network troubleshooting (LAN/Wi-Fi issues)
- Experience with ITSM tools and incident & problem management processes
- Exposure to tools such as SCCM, Nexthink, IT Shop
- Proven experience in leading onsite operations or acting as a site lead/technical lead
Preferred Skills- Experience supporting factory or industrial environments including rugged devices
- Strong documentation and process improvement skills
- Ability to manage escalations and stakeholder communication effectively
- Familiarity with ITIL practices
Work Environment- 100% Onsite role (Work from Office)
- Daily presence required at the customer location
- Ability to support both corporate office users and factory floor users
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
Work model:At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance though our various wellbeing programs. Based on this role's business requirements,
this is an onsite role requiring 5 days a week at client site in Portland, Oregon, USA.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.
We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.
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.
