DesktopSupportSpecialist

Innovation Starts With You. Desktop Support Specialist 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: Provide onsite Level 2 support for desktops, laptops, peripherals, telephony, mobile devices, and collaboration technologies, including advanced troubleshooting and issue resolution. Perform installation, imaging, configuration, and deployment of end-user hardware and software, including Windows and Apple-based devices. Act as the onsite escalation point for unresolved L1 incidents, ensuring timely resolution and clear communication. 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. Participate in Priority 1 (major) incident response, assisting with issue triage, onsite coordination, root cause analysis, and post-incident follow-up. Provide onsite support for conference rooms, training rooms, and AV systems, including Microsoft Teams Rooms and other collaboration technologies. Coordinate with global and regional IT teams (L1, L3, infrastructure, security, and vendors) to resolve cross-functional issues. Maintain accurate documentation of incidents, solutions, asset inventory, and standard operating procedures. Ensure compliance with company Information Security policies, device standards, and data protection requirements. Support local IT projects, office moves, technology refreshes, and site in