CGS (Computer Generated Solutions)
Desktop Support Specialist
CGS (Computer Generated Solutions), Raleigh, North Carolina, United States, 27601
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Location: Raleigh, NC (with remote support responsibilities)
Overview
The Desktop Support Specialist provides frontline technical support to both in-office and remote/field-based employees. This role ensures the smooth operation of end-user devices, software, and connectivity, while delivering high-quality service aligned with IT service management standards. The position requires a proactive, customer-focused mindset and the ability to troubleshoot across a variety of platforms and environments. Responsibilities
Device Setup & Configuration Install and configure laptops, desktops, mobile devices, and peripherals (e.g., printers, monitors, docking stations). Perform imaging, profile setup, and network connectivity for new and existing users. Software Support Install and troubleshoot software on Windows and iOS devices. Support Microsoft Office 365, Active Directory, and remote access tools (e.g., VPN, RDP, Intune). Remote & Field Support Provide remote troubleshooting and resolution for field-based employees using remote tools. Coordinate with users to schedule support sessions and ensure minimal disruption to business operations. User Onboarding & Offboarding Set up IT equipment and provide orientation for new hires. Deprovision accounts and retrieve equipment for separated employees. Manage and resolve tickets in the ITSM system within agreed SLAs. Participate in Priority 1 incident response, including communication with stakeholders and documentation of resolution steps. Executive Support As needed, deliver white-glove support to C-suite executives and VIPs, ensuring discretion and responsiveness. Documentation & Compliance Use the client's ITSM to maintain accurate records of support activities and asset management. Adhere to information security policies and participate in audits and compliance initiatives. Stay current with industry trends and attend training sessions as needed. Recommend improvements to support processes and tools. Qualifications
2–4 years of experience in desktop support, help desk, or IT incident management. 1–3 years of experience supporting executives or VIPs. Proficiency with Microsoft Active Directory, Windows 10, iOS, and Office 365. Familiarity with ITSM tools such as ServiceNow, HEAT, or Remedy. Strong troubleshooting and communication skills. Professional, customer-focused attitude with attention to detail. Seniority level
Associate Employment type
Full-time Job function
Information Technology Industries
IT Services and IT Consulting
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The Desktop Support Specialist provides frontline technical support to both in-office and remote/field-based employees. This role ensures the smooth operation of end-user devices, software, and connectivity, while delivering high-quality service aligned with IT service management standards. The position requires a proactive, customer-focused mindset and the ability to troubleshoot across a variety of platforms and environments. Responsibilities
Device Setup & Configuration Install and configure laptops, desktops, mobile devices, and peripherals (e.g., printers, monitors, docking stations). Perform imaging, profile setup, and network connectivity for new and existing users. Software Support Install and troubleshoot software on Windows and iOS devices. Support Microsoft Office 365, Active Directory, and remote access tools (e.g., VPN, RDP, Intune). Remote & Field Support Provide remote troubleshooting and resolution for field-based employees using remote tools. Coordinate with users to schedule support sessions and ensure minimal disruption to business operations. User Onboarding & Offboarding Set up IT equipment and provide orientation for new hires. Deprovision accounts and retrieve equipment for separated employees. Manage and resolve tickets in the ITSM system within agreed SLAs. Participate in Priority 1 incident response, including communication with stakeholders and documentation of resolution steps. Executive Support As needed, deliver white-glove support to C-suite executives and VIPs, ensuring discretion and responsiveness. Documentation & Compliance Use the client's ITSM to maintain accurate records of support activities and asset management. Adhere to information security policies and participate in audits and compliance initiatives. Stay current with industry trends and attend training sessions as needed. Recommend improvements to support processes and tools. Qualifications
2–4 years of experience in desktop support, help desk, or IT incident management. 1–3 years of experience supporting executives or VIPs. Proficiency with Microsoft Active Directory, Windows 10, iOS, and Office 365. Familiarity with ITSM tools such as ServiceNow, HEAT, or Remedy. Strong troubleshooting and communication skills. Professional, customer-focused attitude with attention to detail. Seniority level
Associate Employment type
Full-time Job function
Information Technology Industries
IT Services and IT Consulting
#J-18808-Ljbffr