Deskside Technician

Job Title: Deskside Technician

Job Location: Onsite- Charlottetown, PE, CA.

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

We are seeking a highly motivated and customer-focused Deskside Technician to provide comprehensive End User Computing (EUC) support in a fast-paced enterprise environment. The ideal candidate will be responsible for the deployment, maintenance, troubleshooting, and lifecycle management of end-user devices, while ensuring adherence to IT service management processes and delivering exceptional customer support.

The role requires strong technical expertise in desktop and mobility support, hardware break-fix services, operating systems troubleshooting, asset management, and ITSM ticket management. The successful candidate will work closely with users and IT teams to ensure seamless technology operations and high levels of user satisfaction.

In this role, you will

• Deploy, configure, and install PCs, laptops, mobile devices, tablets, printers, desk phones, soft phones, and other end-user computing equipment in accordance with enterprise standards.
• Provide hands-on deskside support for hardware, software, and mobility-related issues across Windows and Mac environments.
• Diagnose, troubleshoot, and perform break-fix repairs on desktops, laptops, mobile devices, tablets, printers, and peripheral hardware to minimize user downtime.
• Resolve operating system and application issues across supported platforms, including Windows 11, macOS, iOS, and Microsoft Office 365.
• Manage incidents, service requests, and problem tickets through ServiceNow or other ITSM tools, ensuring timely resolution and adherence to SLA commitments.
• Accurately document troubleshooting activities, solutions provided, ticket updates, and customer interactions following established operational procedures.
• Maintain and update site-specific technical documentation, knowledge articles, and support procedures to improve service delivery efficiency.
• Administer and maintain asset inventory records throughout the device lifecycle, including deployment, movement, refresh, replacement, recovery, and disposal activities using approved enterprise tools.
• Collaborate with cross-functional IT teams, vendors, and business stakeholders to resolve complex technical issues and support ongoing workplace technology initiatives.
• Deliver exceptional customer service by providing effective technical support, communicating clearly with end users, and ensuring a positive user experience in a fast-paced onsite environment.

What You’ll Need To Succeed (required Skills)

• 3+ years of experience in Deskside Support, Desktop Support, End User Computing (EUC), or IT Support Services.
• Strong experience supporting:
• Windows 11
• Microsoft Office 365
• ServiceNow / ITSM Tools
• Desktop, Laptop, and Mobility Support
• Hands-on experience with hardware deployment, troubleshooting, and break-fix support.
• Experience supporting Windows PCs, Mac devices, mobile devices, tablets, printers, and peripheral hardware.
• Knowledge of asset management and inventory tracking processes.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent customer service and communication skills.
• Mandatory bilingual proficiency in English and French (spoken and written).
• Ability to work onsite five (5) days per week in Kirkland, Quebec.

Technical Skills- Mandatory Skills

• Windows 11
• Microsoft Office 365
• ServiceNow
• Deskside Support Services
• Desktop, Laptop & Mobility Support
• Hardware Break-Fix
• End User Device Deployment
• Asset Management

Additional Skills

• macOS Support
• iOS Support
• Printer Support
• Endpoint Troubleshooting
• ITSM Ticket Management
• Documentation Management

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
• Long-term/Short-term Disability
• Paid Parental Leave

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 Charlottetown, PE, CA.

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.

“Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.