Senior On-Site White Glove Technical Desktop Support Technician

Employment Type: Full-Time, On-Site

Department: IT Support / End User Services

Reports To: IT Service Manager / Director of IT

Position Overview

We are seeking an experienced Senior On-Site White Glove Technical Desktop Support Technician to provide high-touch, concierge-level IT support to executives and end users in a fast-paced financial services environment. The ideal candidate possesses exceptional communication skills, a professional demeanor, and advanced troubleshooting expertise across a broad range of hardware, software, and collaboration platforms.

This individual will be responsible for diagnosing and resolving technical issues quickly and discreetly, ensuring minimal disruption to end-user productivity, particularly for high-profile stakeholders.

Key Responsibilities

• Deliver white glove technical support to executives and staff, ensuring rapid resolution with minimal disruption.
• Troubleshoot and resolve issues related to:
• Microsoft Teams and other AV collaboration platforms (Zoom, WebEx, etc.).
• Microsoft Surface 7 devices, Dell laptops, and various desktop monitors.
• Microsoft 365 applications (Outlook, Word, Excel, OneDrive, SharePoint, Teams).
• End-user application issues across commonly used financial services platforms.
• Peripheral devices including headsets, keyboards, mice, docking stations, and printers.
• Polycom E500 phones and basic hosted voice (GoTo) troubleshooting.
• Endpoint connectivity issues including wireless network, VPN, and mobile hotspots.
• Audio/Video troubleshooting for meetings, conference rooms, and hybrid setups.
• Diagnose and resolve cabling infrastructure issues (Ethernet, HDMI, DisplayPort, USB-C, etc.).
• Perform proactive health checks on user endpoints and resolve potential issues before they impact users.
• Collaborate with remote support teams, system administrators, and network engineers to escalate and resolve complex incidents.
• Assist in hardware refreshes, new equipment setup, and end-user onboarding.
• Provide exceptional customer service and maintain professional communication in both verbal and written formats.
• Document troubleshooting steps and solutions in ticketing systems for knowledge sharing and compliance.
• Adhere to IT security policies and ensure endpoints remain compliant with corporate standards.

Requirements:

• 5+ years of experience in desktop support or end-user services, including at least 2 years in a senior or white glove capacity.
• Strong expertise in Microsoft 365 suite and Microsoft Teams troubleshooting.
• Hands-on experience with Microsoft Surface devices, Dell laptops, and multi-monitor setups.
• Proficiency in diagnosing and resolving hardware, peripheral, and cabling issues.
• Experience with Polycom E500 phones and basic hosted voice troubleshooting (GoTo preferred).
• Solid understanding of endpoint networking (Wi-Fi troubleshooting, VPN connectivity).
• Experience supporting AV equipment in conference rooms and hybrid workspaces.
• Familiarity with common endpoint management tools (e.g., Intune, SCCM) is a plus.
• Excellent communication skills with the ability to interface with senior executives and non-technical users.
• Strong organizational skills and ability to prioritize multiple tasks in high-pressure environments.

• Prior experience in the financial services industry.
• Knowledge of compliance-driven environments (e.g., SOC 2, SEC regulations).
• Exposure to ticketing systems such as ServiceNow, ConnectWise, or Jira.

Education

• Bachelor's degree in Information Technology, Computer Science, or related field preferred.
• Relevant certifications (CompTIA A+, Microsoft Modern Desktop Administrator Associate, ITIL Foundation) a plus.

Soft Skills

• Exceptional interpersonal and presentation skills; calm and professional under pressure.
• Strong sense of urgency and accountability for resolving end-user issues.
• Ability to anticipate user needs and deliver proactive support.
• High attention to detail and commitment to quality service.

Compensation & Benefits

• Competitive salary commensurate with experience.
• Health, dental, and vision insurance.
• 401(k) retirement plan with employer contribution.
• Paid time off and holidays.
• Professional development and certification reimbursement.