Desktop Support Specialist

Job Expired

About the job


CGS is seeking a Tier 2 Support Specialist who performs the tasks necessary to support activities for all Americas-based office locations and field-based employees. This position is located in Sturtevant, Wisconsin and requires work from the office.

Job Function and 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.
  • 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 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.

Job Requirements:

  • High school diploma or equivalent (GED or High School Equivalency Diploma) required, Bachelor’s degree in information technology, Computer Science or related field preferred.
  • 2-4 years of progressively responsible help desk, incident management or desktop support experience.
  • 1-3 years experience with ticketing systems such as Service Now, Heat, Remedy, or other comparable IT Service Management system (ITSM).
  • Experience supporting Microsoft Active Directory.
  • Experience supporting Windows 10 and Apple iOS operating systems.
  • Experience supporting Microsoft Office 365 applications.
  • Excellent verbal and written communication skills.
  • Professional customer service attitude.
  • Action-oriented with the ability to balance urgency with sound judgement and communication

More Information

  • This job has expired!

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