Desktop Support Specialist

Responsibilities

• Provide onsite Level 2 support for desktops, laptops, peripherals, telephony, mobile devices, and collaboration technologies
• Perform installation, imaging, configuration, and deployment of Windows and Apple-based devices
• Act as the onsite escalation point for unresolved L1 incidents
• Support new hire onboarding and employee offboarding activities including device provisioning and asset recovery
• Deliver white-glove, executive-level IT support for local leadership and visiting executives
• Manage incidents, service requests, and tasks within the ITSM platform
• Participate in Priority 1 incident response and root cause analysis
• Provide onsite support for conference rooms, training rooms, and AV systems
• Maintain accurate documentation of incidents, solutions, and asset inventory
• Ensure compliance with company Information Security policies and data protection requirements

Requirements

• 2–4 years of experience in desktop support or service desk environments
• Experience providing Level 2 support and acting as a technical escalation point
• Strong working knowledge of Windows 10, Windows 11, and Microsoft 365
• Proficiency with Active Directory and mobile device platforms (iOS/iPadOS)
• Experience with collaboration and AV solutions like Microsoft Teams or Webex
• Hands-on experience with ITSM ticketing systems
• High school diploma or equivalent required

Preferred Qualifications

• Experience supporting executive or VIP users in a corporate environment
• Bachelor's degree in Information Technology, Computer Science, or a related field

About the Company

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