{"id":2129968,"url":"https://alion.io/job/cognizant-service-desk-engineer","title":"Service Desk Engineer","company":{"id":85,"name":"Cognizant","domain":"cognizant.com","url":"https://alion.io/company/cognizant","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Cognizant Careers","truth_index":{"grade":"A","score":88,"open_postings":130,"ghost_share":0.008,"stale_share":0.662,"repost_share":0.008,"time_to_fill_p50_days":20,"computed_at":"2026-10-24T06:02:35Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Poughkeepsie, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":79000,"max":105000,"currency":"USD","period":"year","gross":null,"usd_annual":105000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false},{"name":"Service Desk","optional":false},{"name":"VPN","optional":false}],"status":"live","first_seen_at":"2026-10-07T22:25:18Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-10-24T19:29:34Z","board_verified":true,"closed_at":null,"days_open":17,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":17},"description":"Location: Poughkeepsie, NY - ONSITE OPPORTUNITY\nService Desk Lead will manage end to end service desk and field services operations for utilities clients in a work from office environment ensuring timely resolution of incidents requests and asset services. The role focuses on optimizing service performance improving customer experience and aligning operational processes with business objectives over a sustained period of professional experience.\nAbout Cognizant’s CIS Practice:\nCognizant’s CIS (Cognizant Infrastructure Services) Practice is a global leader in providing IT infrastructure services. We deliver innovative solutions to optimize and transform IT infrastructure, ensuring business agility and operational efficiency. Our services include cloud computing, data center management, network services, and cybersecurity. We focus on understanding client needs and delivering customized solutions to drive business success.\nIn this role, you will:\nOversee daily service desk operations to ensure consistent high-quality support for utilities users while meeting agreed service levels and response time targets.\nCoordinate field services activities to ensure onsite support for critical utilities infrastructure is executed efficiently and aligned with operational priorities and maintenance schedules.\nManage asset services processes to maintain accurate records of hardware and software inventories and to support timely asset lifecycle actions such as deployment and retirement.\nMonitor incident and request queues to prioritize issues based on business impact and to ensure that utilities operations experience minimal disruption from technology related problems.\nImplement standard operating procedures for service desk and field services teams to drive process consistency and to support continuous improvement across all support functions.\nCollaborate with utilities business stakeholders to understand operational needs and to translate those needs into practical support actions and service enhancements.\nAnalyze service performance data to identify patterns in user issues and to recommend targeted process or technology changes that improve reliability and user satisfaction.\nGuide service desk team members in handling complex utilities related support scenarios by sharing best practices and ensuring that escalation paths are followed accurately.\nCoordinate with upstream and downstream technology teams to ensure seamless resolution of cross functional issues affecting utilities platforms and field devices.\nMaintain precise documentation of service desk workflows asset records and field services activities to support audits compliance requirements and operational transparency.\nDrive adherence to work from office expectations and day shift schedules while ensuring that coverage plans support peak demand periods for utilities operations.\nPromote a user centric mindset within the service desk and field services community so that every interaction contributes to dependable utilities service and public trust.\nSupport adoption of new tools and platforms for ticketing asset management and field operations by organizing training and reinforcing practical usage guidelines.\nWhat you’ll need to succeed:\nTroubleshooting skills on desktop, MS office, Adobe, VPN connectivity, dial up , wireless routers, handling Exchange(Outlook)/Lotus Notes environment and remote control\nKnowledge on active directory, domain controllers etc\nExposure to password reset tools\nStrong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision\nWilling to work in 24x7 environment\nGood Analytical & Coordination skills are essential.\nCustomer service orientation and ability to work in a team\nAbility to perform in adverse situations\nKnowledge/exposure on ticketing tools like Siebel, Clarify, CA helpdesk, VNC, ControlF1, Dame Ware, Net meeting, Microsoft Share point etc\nThis position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.\nAnnual compensation between $79,000-$105,000 is being offered for the role.","description_format":"text","description_chars":4173,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Science & Engineering","IT Outsourcing & Dedicated Teams","Engineering Services","Cloud Consulting & 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