Desktop support

Vega is hiring! The Desktop/Network Support for our direct client. Role provides hands-on, second-level technical support for end users for our client North America offices located in Raleigh, N.C. This role is a critical part of the onsite IT presence, ensuring reliable technology services and a positive end-user experience for our clients Raleigh, NC offices. Job Functions And Responsibilities Microsoft 365 endpoint support role, experience with Intune, Entra ID, and Microsoft 365 administration experience. Perform administration, endpoint management, identity services, and operational monitoring to maintain a secure and efficient IT environment. 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 initiatives as required. Participate in on-call or after-hours support rotations as needed to support business continuity. Perform additional duties assigned by IT Service Delivery leadership. Strong attention to detail and commitment to documentation and process adherence Ability to work independently onsite while collaborating effectively with remote teams. High school diploma or equivalent required. Bachelor's degree in information technology, Computer Science, or a related field preferred. #J-18808-Ljbffr