365 Helpdesk Level 2 Support

Vega Consulting Solutions, Inc; Raleigh (NC); On-site; USD 52,000 - 68,000; Full time

Job summary

Vega Consulting Solutions, Inc. in Raleigh, NC is seeking a Desktop Support Specialist to provide hands-on, second-level support for end users at client offices.

The role is a core part of the onsite IT presence, ensuring reliable technology services and secure endpoint management. You will manage imaging, configuration, and deployment of Windows and Apple devices, support onboarding/offboarding, and deliver executive-level IT support with strong collaboration across teams.

Qualifications

• 2-4 years of progressively responsible desktop or onsite IT support experience.
• Experience escalating complex issues and providing Level 2 support onsite.
• Experience supporting executive or VIP users preferred.
• Strong knowledge of Windows 10/11, Microsoft 365, AD user/device management.
• Ability to document issues and adhere to IT security policies.

Responsibilities

• Provide onsite Level 2 desktop and device support, including peripherals and collaboration tech.
• Imaging, configuring, and deploying Windows and Apple devices.
• Support onboarding/offboarding, provisioning, and data handling.
• Deliver white-glove, executive IT support and proactive issue prevention.
• Manage incidents within ITSM, meet SLAs, and coordinate cross-functional teams.
• Assist with major incident response and post-incident follow-up.
• Support conference rooms and AV systems, including Teams Rooms.
• Document incidents and maintain asset inventory.
• Participate in after-hours support as needed.

Skills

Desktop support

Onsite IT support

Windows 10/11

Microsoft 365

Active Directory

ITSM

AV systems

Executive/VIP support

Remote collaboration tools

Education

High school diploma

Bachelor's degree in IT or related field

Tools

ITSM ticketing

Microsoft Teams Rooms

Job description

Hiring! The Desktop Support Specialist provides hands-on, second-level technical support for end users in our client offices located in Raleigh, NC. This role is a critical part of the onsite IT presence, ensuring reliable technology services, secure endpoint management, and an exceptional end-user experience. The specialist also supports Microsoft 365 administration, endpoint management, identity services, and operational monitoring to maintain a secure and efficient IT environment.

Job Functions And 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.
• 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.

Job Requirements And Qualifications

• 2 4 years of progressively responsible experience in desktop support, onsite IT support, or service desk environments.
• Demonstrated experience providing onsite Level 2 support and acting as an escalation point for complex technical issues.
• Experience supporting executive or VIP users in a professional services or corporate environment preferred.
• Strong working knowledge of Windows 10 and Windows 11, Microsoft 365 applications and services Active Directory and user/device management, Mobile device platforms (iOS and iPadOS)
• Collaboration and AV solutions (Microsoft Teams, Teams Rooms, Webex, or similar)
• Hands-on experience with ITSM ticketing systems and incident/problem/change processes.
• Excellent customer service mindset with strong verbal and written communication skills.
• Ability to prioritize work, manage multiple issues simultaneously, and balance urgency with sound judgment.
• 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.

Work Environment

• Onsite role based in the Raleigh, NC office
• Frequent interaction with end users, local leadership, and visiting executives.
• Occasional lifting and movement of IT equipment (laptops, monitors, peripherals).
• May require occasional after-hours or weekend support during critical incidents or planned activities.