Technical Support

Sturtevant, Wisconsin, USA.·Posted 4mo ago

Innovation Starts With You. Technical and Desktop Support Full time. / Permanent Position Sturtevant, WI / 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: <ul> <li>Installation of laptop, desktop, telephony and mobile devices, and IT-related peripherals - includes imaging, profile configuration, network connectivity, etc.</li> <li>Installation of software on laptops, desktops, and mobile devices.</li> <li>Performs troubleshooting, maintenance and issue resolution related to laptops, desktops, telephony, and mobile devices.</li> <li>Provides IT hardware/software service and support for new employees; includes equipment setup, delivery, and IT related training.</li> <li>Provides executive level support to organization VIPs.</li> <li>Completes tasks related to the off boarding of separated employees; includes account deprovisioning and equipment retrieval.</li> <li>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.</li> <li>Assists with major (Priority 1) incidents including issue definition, action plan and success criteria.</li> <li>Communicates with affected groups, stakeholders, and end-users about the impact to business operations.</li> <li>Maintains adherence to organization Information Security policies and procedures.</li> <li>Attends training and/or industry seminars as appropriate, to stay abreast of current technologies, trends, and directions.</li> <li>Performs additional duties as assigned.</li> </ul> Qualifications: <ul> <li>Professional customer service attitude and attention to detail</li> <li>Action-oriented with the ability to balance urgency with sound judgement and communication.</li> <li>2-4 years of progressively responsible desktop support, help desk, or incident management experience.</li> <li>1-3 years of supporting C-suite executives or other organization VIPs.</li> <li>Experience supporting Microsoft Active Directory</li> <li>Experience supporting Windows 10 and Windows 11</li> <li>Experience supporting Microsoft Office 365 applications.</li> <li>Experience supporting audio/visual hardware software such as Microsoft Teams, Cisco Webex, or other virtual collaboration software.</li> <li>Experience supporting mobile devices such as iPhones, iPads and Apple iOS operating systems.</li> <li>Excellent verbal and written communication skills.</li> <li>Experience with comparable IT Service Management system (ITSM) ticketing systems.</li> <li>High school diploma or equivalent (GED or High School Equivalency Diploma) required.</li> <li>Bachelor’s degree in information technology, Computer Science, or related field preferred.</li> </ul> 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: <a href="https://cgsinc.com/en">https://cgsinc.com/en</a> <a href="https://cgsimmersive.com/">https://cgsimmersive.com/</a>

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