What are the responsibilities and job description for the Sr. Technical/Desktop Support Specialist position at W3Global Inc.?
Role: Sr. Technical/Desktop Support SpecialistLocation: Hartford, CT (On-site)Job Type: ContractJob Description: Key ResponsibilitiesServe 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 QualificationsExtensive 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 & CertificationsIndustry certifications (e.g., Microsoft, ITIL, CompTIA).Familiarity with performance management, capacity planning, and business relationship managementCompany DescriptionW3Global was established in 2006 in Fremont, CA with a vision: simplify the recruiting process and develop an industry-disrupting platform to connect candidates with clients. Our cutting-edge Applicant Tracking System enables us to find the right person for the right job, creating value for job seekers and employers. While W3Global initially focused on IT staffing, we have expanded the business to serve many other industries, including accounting and finance, legal, engineering, human resources, government and more.We’re proud of the investments we’ve made in our team, having grown from four to 1000 employees and evolving into one of the leading recruitment and staffing solution providers in the industry. Our recruiters and account managers are passionate about connecting qualified professionals with the right positions in small, medium, and large companies.Our ServicesW3Global understands the natural ups and downs of an organization’s staffing needs. We are continuously adapting to industry and economic changes to find the right candidates.We specialize in placing permanent, direct, contract, and temporary positions for companies of any size. Our recruiting services include sourcing, recruiting, screening, interview management, salary negotiations, training, and onboarding.We are committed to helping organizations redefine their recruitment process by delivering our SaaS-based proprietary application tracking system software.Our ExpertiseW3Global has been delivering staffing solutions for nearly two decades; we know which recruiting strategies work best. Our expert team is committed to developing a customized solution to fit your company’s unique needs.As a W3Global client, you’ll also receive personalized assistance from a seasoned team of staffing specialists. We are committed to providing both technical support and industry expertise to simplify the hiring process. We know that your time matters. W3Global will help you streamline the hiring process, getting it done and getting it right.