Innovation Starts With You.
Technical and Desktop Support
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.
Responsibilities:
- Installation of laptop, desktop, telephony and mobile devices, and IT-related peripherals - includes imaging, profile configuration, network connectivity, etc.
- Installation of software on laptops, desktops, and mobile devices.
- Performs troubleshooting, maintenance and issue resolution related to laptops, desktops, telephony, and mobile devices.
- Provides IT hardware/software service and support for new employees; includes equipment setup, delivery, and IT related training.
- Provides executive level support to organization VIPs.
- Completes tasks related to the off boarding of separated employees; includes account deprovisioning and equipment retrieval.
- Manages assigned tickets within ITSM ticket queue; resolves and closes assigned tickets within agreed upon service levels.to ensure a high level of customer satisfaction; communicates customer updates when issues may impact agreed upon service levels.
- Assists with major (Priority 1) incidents including issue definition, action plan and success criteria.
- Communicates with affected groups, stakeholders, and end-users about the impact to business operations.
- Maintains adherence to organization Information Security policies and procedures.
- Attends training and/or industry seminars as appropriate, to stay abreast of current technologies, trends, and directions.
- Performs additional duties as assigned.
Qualifications:
- Professional customer service attitude and attention to detail
- Action-oriented with the ability to balance urgency with sound judgement and communication.
- 2-4 years of progressively responsible desktop support, help desk, or incident management experience.
- 1-3 years of supporting C-suite executives or other organization VIPs.
- Experience supporting Microsoft Active Directory
- Experience supporting Windows 10 and Windows 11
- Experience supporting Microsoft Office 365 applications.
- Experience supporting audio/visual hardware software such as Microsoft Teams, Cisco Webex, or other virtual collaboration software.
- Experience supporting mobile devices such as iPhones, iPads and Apple iOS operating systems.
- Excellent verbal and written communication skills.
- Experience with comparable IT Service Management system (ITSM) ticketing systems.
- High school diploma or equivalent (GED or High School Equivalency Diploma) required.
- Bachelor’s degree in information technology, Computer Science, or related field preferred.
About Us
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/
Skills Required
- 2-4 years of progressively responsible desktop support, help desk, or incident management experience
- 1-3 years of supporting C-suite executives or other organization VIPs
- High school diploma or equivalent (GED or High School Equivalency Diploma)
- Bachelor's degree in information technology, Computer Science, or related field
What We Do
Transformation isn’t a buzzword — it’s our blueprint. CGS Immersive helps forward-thinking companies reimagine workforce learning as a true growth engine. We combine strategy, immersive technology, and tailored content to drive performance from onboarding to leadership. -Your goals, our roadmap: We build solutions aligned to business outcomes—compliance, culture, upskilling, customer experience ,and more. Every engagement is co-created for real impact—moving teams beyond memorization to mastery and real behavior change. -Roleplay, practice, and readiness: Our Cicero platform integrates lifelike, unscripted roleplay, 24/7 AI coaching, adaptive assessments, mixed reality, and kiosk experiences. Teams sharpen skills for every challenge, from sales to compliance interviews to high-stakes field scenarios, with instant, actionable feedback. -Tech that powers real work: With TeamworkAR, learning is truly on the job—digital twins, step-by-step immersive instructions, collaboration tools, and contextual expertise make growth continuous and trackable, right in the flow of work. -Proof, not promises: Our clients achieve 53% faster onboarding, an average of $5M+ in annual savings, 15–17% sales uplift, and up to a 94% boost in employee confidence. Dashboards show measurable gains in engagement, retention, compliance, and KPIs that matter at every level. -Trust, insights, and security: Enterprise-grade security, seamless analytics, and deep integration come standard—giving leaders real-time visibility from the frontline to the executive team. Trusted by industry leaders like Microsoft, Medtronic, McDonald’s, Maersk, and more, CGS Immersive are the architects for learning’s next chapter. If you’re building for tomorrow — let’s get to work. www.cgsimmersive.com
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