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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/en
https://cgsimmersive.com/