Desktop Support Specialist

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