User Liaison jobs in Urbandale, IA

Cognizant is seeking an End User /Desktop Support Tech for a full-time opportunity in Altoona, IA

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 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.

Responsibilities

·       Serve as the first point of contact for customers seeking technical assistance in person at walkup support locations, over the phone, remote connection software, chat, and email.

·       Flexible, able to multitask, and prioritize reported issues.

·       Provide a high level of customer service to users seeking problem resolution.

·       Perform remote troubleshooting through diagnostic techniques and pertinent questions.

·       Determine the best solution based on the issue and details provided by customers.

·       Walk the customer through the problem-solving process.

·       Direct unresolved issues to the next level of support personnel

·       Provide accurate information on IT products or services.

·       Record events and problems and their resolution in internal ticketing systems

·       Follow-up and update customer status and information

·       Pass on any feedback or suggestions by customers to the appropriate internal team

·       Logistics responsibilities include providing overall management in daily administration, asset distribution/ setup, and shipping/ receiving. Inventory of storage spaces, stocking, and maintenance of IT vending machines.

·       Level 1 video conferencing support including troubleshooting of video conferencing equipment and inspection of video conferencing spaces and technical support of event spaces and events.

·       Proficient in end-user network troubleshooting tools and practices

Qualifications:

·       Proven experience as a help desk technician or IT support technician

·       Strong understanding and troubleshooting resolution skills of computer systems, mobile devices and other tech products including mobile device management (MDM), iOS/ Android, Mac, Windows, and Linux operating systems.

·       Ability to diagnose and resolve basic to moderately complex end-user technical issues.

·       Proficiency in English, excellent task management, verbal, and written communication skills

·       Customer-oriented technical professional

·       Technical support professional with experience in the IT technical support field focused on end-user support.