Sr. Technical/Desktop Support Specialist

6 days ago

Hartford, Connecticut, United States W3Global Full time

Role: Sr. Technical/Desktop Support Specialist
**Location: Hartford, CT (On-site)

Job Type: Contract
Job Description
Key Responsibilities**

  • Serve as the primary technical lead for on-site end user services, ensuring consistent, high-quality support across all service areas.
  • Deliver and coordinate 24/7 white-glove support for executives, resolving issues with discretion, speed, and precision.
  • Provide Level 1 and 2+ deskside and remote troubleshooting support for Windows-based environments, including desktops, laptops, mobile devices, and AV/conferencing systems.
  • Act as the escalation point for complex or sensitive support issues involving executive stakeholders.
  • Provide hands-on technical oversight of vendor-managed site teams, ensuring adherence to service standards and rapid issue resolution.
  • Partner with managers to align support operations with business needs and reinforce a service-first culture.
  • Build and maintain strong relationships with business stakeholders, acting as a trusted advisor for executive technology needs.
  • Promote a culture of service excellence, accountability, and continuous improvement across the site.
  • Maintain and update tickets in alignment with SLA and KPI targets.
  • Manage IT asset lifecycle including procurement, inventory, and disposal.
  • Oversee incident response and root cause analysis for executive-impacting issues, ensuring timely resolution and communication.
  • Coordinate change, release, and problem management processes, ensuring minimal disruption to executive operations.
  • Ensure compliance with IT policies, documentation standards, and security protocols across all site support activities.

Required Qualifications

  • Extensive experience in IT service delivery, site operations, or technical end user support, with a focus on executive environments.
  • Demonstrated success in supporting executive-level users with high-touch, responsive, and 24/7 service.
  • Strong technical oversight and vendor coordination capabilities.
  • Exceptional communication, problem-solving, and stakeholder engagement skills.
  • Proficient in Microsoft Windows OS (Windows 11), Virtual Desktop Infrastructure, Microsoft 365, and workstation imaging.
  • Ability to operate independently and make decisions in dynamic, fast-paced environments.
  • Strong knowledge of ITIL processes: Incident, Problem, Change, and Release Management.
  • Experience with IT Asset Management (ITAM) tools and practices.
  • Bachelor's degree or 5-8 years of relevant IT experience.

Preferred Skills & Certifications

  • Industry certifications (e.g., Microsoft, ITIL, CompTIA).

Familiarity with performance management, capacity planning, and business relationship management

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