Cognizant Infrastructure Services - Service Delivery - Technical Lead

Max Rate: $$.$$$.$$/VACCINATION REQUIRED Onsite – Support 2 nearby sites (every Wednesday and Thursday) 100 Kimball Way South San Francisco, CA 94080 2000 Sierra Point Pkwy Suite #500, Brisbane, CA 94005 Top 3 Must Haves: Technical sound with Deskside technologies Process Knowledge, Service Now ticket management system experience Experience in Pharmaceutical manufacturing domain/client Required Skills: Deskside knowledge End user Technology PC Imaging AD, Windows, Networking basics knowledge EUC Deskside Support Position Summaries This specialty performs varying degrees of troubleshooting and resolution of issues involving desktops, laptops, mobile devices, software, hardware and peripherals as well as connectivity; generally, supporting the end user on-site or remotely. They may also perform Install, Move, Add and Change (IMAC) activities, as well as image reinstallations with client images with data backup and restores if needed. Provide new user setups and basic how to orientation. They are responsible for resolving problems and/or performing IMACs within Service Level Agreement (SLA), Service Level Objectives (SLOs) and completing all related administrative duties. Strong client communication and business skills are needed since direct client interaction is often required. Duties or skills include but not limited to: Possess prioritization and organization skills to manage tickets appropriately. Higher skilled in hardware problem determination; May perform approved hardware repairs Perform software and configuration problem determination Skilled in commercially standard software applications and major desktop operating systems Highly skilled in customer environment including effective knowledge of proprietary or unique applications and configurations applied; unique knowledge obtained through customer provided and/or conducted training. Critiques and provides suggestions for improvements. Manual backup, restore and data migration tasks to involve capturing of configuration settings, etc. Possesses basic network skills (from end user perspective) able to use predefined/repeatable processes to determine if problem on user side or network side; may determine if rights issue, etc. Accountable for individual results and the impact of the results on team. Team Culture: Flexible in learning client environment and support systems. Good attitude and team player with good work ethics.