Desktop Support Specialist

CGS Immersive•Raleigh, NC

17h•Onsite

About The Position

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.

Requirements

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.
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.

Nice To Haves

Experience supporting executive or VIP users in a professional services or corporate environment preferred.
Bachelor's degree in information technology, Computer Science, or a related field preferred.

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.