IT Helpdesk Agent (Remote, USA)
Cognizant Technology Solutions
Remote in Phoenix, Arizona
Job Description
POSITION SUMMARY:
Core Competencies
Preferable experience in supporting IT hardware, IT Equipment Refresh, new application rollout support, printers, scanners, displays, retail store level software support, etc.
Technical proficiency with MS operating systems and MS suites, desktop and mobile applications
HW/SW troubleshooting skills preferably in retail store POS (Point of Sale) systems
Network connectivity, dial up and wireless systems troubleshooting skills
Knowledge on active directory, domain controllers, password reset tools, etc.
Knowledge on Mobile Device Management for Apple devices (iOS) using VMware AirWatch or through AWS Cloud
Work experience with Global clients (preferred)
Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
Willing to work in a 24x7 environment
Understanding Contact/call center metrics
12+ months of Overall IT Service Desk experience (IT Retail Store support preferred)
Customer-service oriented with a problem-solving attitude
Excellent written and verbal communications skills
Other Requirements
(Certification, etc.)
Work experience in supporting IT service desk or support center for retail store employees and corporate support
Good communication skills and customer management experience
Good Analytical & Coordination skills
Excellent Customer Service skills
Good understanding of Computers and technical Troubleshooting skills
Good interpersonal skills
Excellent Soft skills for handling Voice, Email & Chat transactions
Strong multitasking skills handling voice calls and document records at the same time
Collaborate with Team Leads in terms of Service Outages
Excellent knowledge on Windows Operating system
Good understanding of Microsoft Office suite
Critical Situation management
Understanding of Total Case Ownership
Detailed Role & Responsibilities
Handle L1/L1.5 calls originating from Retail Stores
Handle calls related to password resets, under access provisioning, release of HW/SW, network and wireless connectivity, general IT (including POS systems, printers, scanners, displays) troubleshooting, etc.
Create & Update Knowledge Document
Work with L2 team on improving L1/L1.5 Resolution
Perform approved L2 troubleshooting steps
Qualifications - External
This is fully Remote (Work from Home)
Candidate Qualification
Educational Requirement
Associates Degree preferred, HS Diploma required
Relevant Experience and Minimum # of Years
1+ year of IT Service Desk/Help Desk experience in a 24x7 operations with an Associates Degree.
2+ years of IT Service Desk/Help Desk experience in a 24x7 operations with a HS Diploma.
Experience in use of Service Desk voice, email, chat and ticketing tools like ServiceNow, Remedy, Siebel, Clarify, CA helpdesk, VNC, ControlF1, Dame Ware, Net meeting, Microsoft Share point, etc.
Employee Status : Full Time Employee
Shift : Day Job
Travel : No
Job Posting : Apr 06 2023
About Cognizant Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 185 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us @USJobsCognizant.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
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.
If you have a disability that requires a reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information.
Core Competencies
Preferable experience in supporting IT hardware, IT Equipment Refresh, new application rollout support, printers, scanners, displays, retail store level software support, etc.
Technical proficiency with MS operating systems and MS suites, desktop and mobile applications
HW/SW troubleshooting skills preferably in retail store POS (Point of Sale) systems
Network connectivity, dial up and wireless systems troubleshooting skills
Knowledge on active directory, domain controllers, password reset tools, etc.
Knowledge on Mobile Device Management for Apple devices (iOS) using VMware AirWatch or through AWS Cloud
Work experience with Global clients (preferred)
Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
Willing to work in a 24x7 environment
Understanding Contact/call center metrics
12+ months of Overall IT Service Desk experience (IT Retail Store support preferred)
Customer-service oriented with a problem-solving attitude
Excellent written and verbal communications skills
Other Requirements
(Certification, etc.)
Work experience in supporting IT service desk or support center for retail store employees and corporate support
Good communication skills and customer management experience
Good Analytical & Coordination skills
Excellent Customer Service skills
Good understanding of Computers and technical Troubleshooting skills
Good interpersonal skills
Excellent Soft skills for handling Voice, Email & Chat transactions
Strong multitasking skills handling voice calls and document records at the same time
Collaborate with Team Leads in terms of Service Outages
Excellent knowledge on Windows Operating system
Good understanding of Microsoft Office suite
Critical Situation management
Understanding of Total Case Ownership
Detailed Role & Responsibilities
Handle L1/L1.5 calls originating from Retail Stores
Handle calls related to password resets, under access provisioning, release of HW/SW, network and wireless connectivity, general IT (including POS systems, printers, scanners, displays) troubleshooting, etc.
Create & Update Knowledge Document
Work with L2 team on improving L1/L1.5 Resolution
Perform approved L2 troubleshooting steps
Qualifications - External
This is fully Remote (Work from Home)
Candidate Qualification
Educational Requirement
Associates Degree preferred, HS Diploma required
Relevant Experience and Minimum # of Years
1+ year of IT Service Desk/Help Desk experience in a 24x7 operations with an Associates Degree.
2+ years of IT Service Desk/Help Desk experience in a 24x7 operations with a HS Diploma.
Experience in use of Service Desk voice, email, chat and ticketing tools like ServiceNow, Remedy, Siebel, Clarify, CA helpdesk, VNC, ControlF1, Dame Ware, Net meeting, Microsoft Share point, etc.
Employee Status : Full Time Employee
Shift : Day Job
Travel : No
Job Posting : Apr 06 2023
About Cognizant Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 185 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us @USJobsCognizant.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
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.
If you have a disability that requires a reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information.
