General IT Support Technician

Job Title: General IT Support Technician
Job Location: Onsite- Austin, Texas, USA
Please note, this role is not able to offer visa transfer or sponsorship now or in the future
We are seeking a proactive and customer-focused General IT Support Technician to join our IT support team. This role is responsible for delivering high-quality technical support across desktop environments, mobile devices, and enterprise applications. The ideal candidate will have strong troubleshooting skills, excellent communication abilities, and a passion for delivering timely resolutions to end users.
In this role, you will

• Diagnose and resolve hardware and software issues affecting desktops, laptops, and peripheral devices through remote and in-person support channels.
• Provide end-user support via multiple communication methods including phone, chat, email, ticketing systems, and face-to-face interactions.
• Perform mobile device management (MDM), including device configuration, troubleshooting, and support across enterprise mobile environments.
• Analyze user-reported issues and determine the most effective solution based on problem details and system impact.
• Guide users step-by-step through technical troubleshooting and resolution processes in a clear and professional manner.
• Escalate complex or unresolved issues to higher-level support teams, ensuring proper documentation and follow-through.
• Maintain accurate records of incidents, service requests, and resolutions within IT ticketing systems.
• Provide accurate and up-to-date information to users regarding IT services, tools, and best practices.
• Support adherence to IT service management (ITSM) processes and contribute to continuous improvement initiatives.

What you'll need to succeed (required skills)

• 1-3 years of experience in desktop/laptop support or IT helpdesk roles.
• Strong knowledge of Windows and/or Mac operating systems.
• Experience with Mobile Device Management (MDM) tools and environments.
• Hands-on experience with IT ticketing systems (e.g., ServiceNow, Remedy, Jira, etc.).
• Familiarity with basic networking concepts and troubleshooting methodologies.
• Strong problem-solving skills with the ability to diagnose and resolve technical issues efficiently.
• Excellent verbal and written communication skills with a customer-centric mindset.

Preferred Skills

• Understanding of ITIL processes and IT service management best practices.
• Experience working in a corporate or enterprise IT environment.
• Ability to handle multiple tickets and prioritize workload effectively in a fast-paced environment.

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 position requiring 5 days a week at a client location in Austin, Texas, 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.
"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.
About usCognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization's unique context into technology systems that amplify human potential, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.
Additional employment information
Compensation 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.
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. 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.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] for roles based in the Americas or [email protected] for roles based in India.