Innovation Starts With You.
Desktop Support Specialist
Full time. / Permanent Position
Raleigh, NC / On-Site.
Job Role:
The Technical and Desktop Support will perform the tasks necessary to provide outstanding incident management for all Americas-based office and field-based employees. Some travel to other Merz facilities may be required.
Responsibilities:
- Provide onsite Level 2 support for desktops, laptops, peripherals, telephony, mobile devices, and collaboration technologies, including advanced troubleshooting and issue resolution.
- Perform installation, imaging, configuration, and deployment of end-user hardware and software, including Windows and Apple-based devices.
- Act as the onsite escalation point for unresolved L1 incidents, ensuring timely resolution and clear communication.
- Support new hire onboarding and employee offboarding activities, including device provisioning, account setup coordination, training, asset recovery, and secure data handling.
- Deliver white-glove, executive-level IT support for local leadership and visiting executives, including rapid response and proactive issue prevention.
- Manage assigned incidents, service requests, and tasks within the ITSM platform, meeting or exceeding defined SLAs and customer satisfaction targets.
- Participate in Priority 1 (major) incident response, assisting with issue triage, onsite coordination, root cause analysis, and post-incident follow-up.
- Provide onsite support for conference rooms, training rooms, and AV systems, including Microsoft Teams Rooms and other collaboration technologies.
- Coordinate with global and regional IT teams (L1, L3, infrastructure, security, and vendors) to resolve cross-functional issues.
- Maintain accurate documentation of incidents, solutions, asset inventory, and standard operating procedures.
- Ensure compliance with company Information Security policies, device standards, and data protection requirements.
- Support local IT projects, office moves, technology refreshes, and site initiatives as required.
- Participate in on-call or after-hours support rotations as needed to support business continuity.
- Perform additional duties assigned by IT Service Delivery leadership.
Qualifications:
- 2–4 years of progressively responsible experience in desktop support, onsite IT support, or service desk environments.
- Demonstrated experience providing onsite Level 2 support and acting as an escalation point for complex technical issues.
- Experience supporting executive or VIP users in a professional services or corporate environment preferred.
- Strong working knowledge of:
- Windows 10 and Windows 11
- Microsoft 365 applications and services
- Active Directory and user/device management
- Mobile device platforms (iOS and iPadOS)
- Collaboration and AV solutions (Microsoft Teams, Teams Rooms, Webex, or similar)
- Hands-on experience with ITSM ticketing systems and incident/problem/change processes.
- Excellent customer service mindset with strong verbal and written communication skills.
- Ability to prioritize work, manage multiple issues simultaneously, and balance urgency with sound judgment.
- Strong attention to detail and commitment to documentation and process adherence.
- Ability to work independently onsite while collaborating effectively with remote teams.
- High school diploma or equivalent required.
- Bachelor's degree in information technology, Computer Science, or a related field preferred.
About Us
For more than 40 years, CGS has empowered global enterprises to drive breakthrough performance through innovative business applications, enterprise learning and outsourcing. CGS Immersive® is an innovation lab and training transformation engine modernizing training programs and delivering immersive experiences tailored to meet the evolving needs of organizations across industries.
Learn more about CGS Inc® and CGS Immersive® in our websites:
https://cgsinc.com/enhttps://cgsimmersive.com/