EUC Deskside Engineer

Role: EUC Deskside Engineer

Location: Philadelphia, PA (Onsite)

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

Job Summary

The Desktop Engineer will manage and optimize enterprise desktop environments using SCCM and IT service management practices to deliver reliable end user services in a global MNC office setting. The role focuses on efficient incident and request handling through ServiceNow ensuring stable operations for medical devices manufacturing and supply chain domains while improving knowledge management and overall service quality.

Responsibilities

· Manage end user desktop environments using SCCM to ensure reliable software deployment patch management and configuration compliance that supports stable and secure daily operations for all office-based employees.

· Handle incidents through IT service management practices to restore services quickly, reduce downtime and maintain a consistent user experience that aligns with company service level objectives.

· Administer ServiceNow request management workflows to process hardware and software requests efficiently ensuring timely fulfillment and accurate tracking for audit and reporting purposes.

· Maintain and improve ServiceNow knowledge management articles to provide clear step by step guidance that empowers users and support teams to resolve recurring issues more efficiently.

· Perform root cause analysis on desktop and application incidents to identify patterns implement corrective actions and prevent repeat issues that could impact productivity in critical business functions.

· Collaborate with cross functional teams in medical devices manufacturing and supply chain domains to understand their desktop and application needs and translate them into stable technical solutions.

· Implement desktop security configurations and compliance checks through SCCM and standard policies to protect sensitive operational data while supporting corporate information security requirements.

· Provide clear communication and status updates to users and stakeholders during incident and request handling to manage expectations and improve overall satisfaction with IT services.

· Optimize desktop performance and reliability through proactive health checks tuning and lifecycle management activities to support efficient work from office operations during day shifts.

· Document standard operating procedures for desktop management and ServiceNow processes to ensure consistent execution by the wider support team and to facilitate knowledge transfer for new team members.

· Coordinate with application owners and infrastructure teams to validate software packaging and deployment plans through SCCM that minimize disruption and align with business release schedules.

· Contribute to continuous improvement initiatives within IT service management by analyzing support metrics and proposing enhancements that improve response times and resolution quality.

· Support adherence to regulatory and quality expectations relevant to medical devices and manufacturing environments by maintaining accurate records and reliable desktop configurations that enable compliant operations.

Qualifications

· Demonstrate strong hands on experience in IT service management processes with a focus on incident and request handling that ensures consistent and measurable service delivery outcomes.

· Apply practical expertise in ServiceNow knowledge management by creating and maintaining structured articles that are easy to understand and effective for self service and support team usage.

· Utilize solid skills in ServiceNow request management to design and manage request workflows that improve accuracy of approvals and fulfillment for user hardware and software needs.

· Bring proven experience in incident management to prioritize issues effectively coordinate resolution efforts and ensure timely restoration of services for business critical users.

· Show advanced proficiency in desktop management using SCCM including packaging deployment patching and inventory to maintain standardized and secure workstation environments.

· Leverage domain exposure in medical devices manufacturing or supply chain when available to better understand operational requirements and tailor desktop solutions that support production and logistics activities.

Certifications Required

ITIL Foundation certification and ServiceNow Certified System Administrator recommended for this role.

Salary and Other Compensation: The annual salary for this position is between $68,000 to $72,000 yearly depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

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 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.