CGS Immersive

Desktop Support Specialist

Raleigh, North Carolina · Full-time

Sponsorship not specifiedDetected 49 days ago

iOSIncident ResponseOnboardingCustomer SupportLeadershipCommunicationCollaborationMicrosoft Teams

About the role

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/

Perform installation, imaging, configuration, and deployment of end-user hardware and software, including Windows and Apple-based devices.
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.
Maintain accurate documentation of incidents, solutions, asset inventory, and standard operating procedures.
Participate in on-call or after-hours support rotations as needed to support business continuity.
Perform additional duties assigned by IT Service Delivery leadership.
Desktop Support Specialist

Strong working knowledge of:
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.
Ability to prioritize work, manage multiple issues simultaneously, and balance urgency with sound judgment.
Ability to work independently onsite while collaborating effectively with remote teams.

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.
Strong attention to detail and commitment to documentation and process adherence.

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/
For more than 40 years, CGS has empowered global enterprises to drive breakthrough performance through innovative business applications, enterprise learning and outsourcing.

This listing is sourced directly from CGS Immersive's careers page and normalized into a canonical job model.