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.

• Microsoft 365 endpoint support role, experience with Intune, Entra , 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.