Sr. Technical Support Specialist

Apptad Inc; Connecticut; On-site; USD 70,000 - 110,000; Full time

Job summary

Apptad Inc. seeks a Sr. Technical Support Specialist to deliver high-level deskside IT support in a fast-paced financial services setting. You will help executives and VIP users with Windows, Microsoft 365, AD, and AV tech, ensuring a premium end-user experience.

The role emphasizes discretion, professionalism, and strong communication as you tackle hardware, software, and network issues onsite from Day 1. This is a demanding, customer-facing position.

Qualifications

• Bachelor's degree or equivalent IT experience.
• 5+ years of technical/desktop support experience preferred.
• Strong experience supporting executives, VIPs, senior leadership, or high-profile users in a white-glove environment.
• Strong Windows desktop troubleshooting experience.
• Hands-on experience with Microsoft 365 and Active Directory.
• Knowledge of DNS, DHCP, Group Policy/GPO, workstation imaging, and enterprise collaboration tools.
• Experience with ITIL processes, including Incident, Problem, Change, and Release Management.
• Experience with IT Asset Management (ITAM) processes/tools.
• Strong troubleshooting skills across hardware, software, networking, mobile devices, and AV/conferencing systems.
• Excellent verbal and written communication skills with a strong customer-service mindset.
• Ability to manage multiple priorities and work effectively in a high-pressure environment.
• Willingness to work occasional evenings/weekends when required.

Responsibilities

• Provide Level 1/2+ onsite deskside support for Windows-based desktops, laptops, mobile devices, peripherals, and AV/conferencing systems.
• Deliver white-glove/executive support to senior leadership and VIP users with professionalism, responsiveness, and discretion.
• Troubleshoot complex hardware, software, network, credential, Microsoft 365, and workstation issues.
• Support Windows 10/Windows environments, workstation imaging, software deployments, patches, upgrades, and system refreshes.
• Provide administration/support for Active Directory, Group Policy (GPO), DNS, DHCP, Microsoft 365, and Print Services.
• Troubleshoot conference room technology, AV equipment, collaboration tools, and executive meeting technology.
• Manage IT incidents and service requests through ticketing systems while meeting SLA/KPI requirements.
• Participate in P1/P5 incident response, root-cause analysis, problem management, change management, and release management.
• Assist with office moves, technology refreshes, infrastructure buildouts, equipment installations, and workstation deployments.
• Manage IT assets, including inventory, procurement coordination, deployment, tracking, and disposal.
• Collaborate with infrastructure, application, security, network, and other IT teams to resolve escalated issues.
• Document troubleshooting procedures and knowledge-base information.
• Provide guidance and mentorship to junior technical support team members.
• Monitor system performance and troubleshoot PCs, applications, servers, and network-connected equipment.

Skills

Executive support

Windows troubleshooting

Microsoft 365

Active Directory

ITIL processes

DNS/DHCP

Print Services

Customer service

On-site support

Education

Bachelor's degree or equivalent

Tools

PuTTY

FTP

Robocopy

Enterprise deployment tools

Job description

Role

Sr. Technical Support Specialist

Location

One Orange Way, Windsor, CT 06095 100% Onsite, 5 days/week from Day 1

Position Summary

Seeking a Sr. Technical Support Specialist to provide high-level deskside and executive IT support within a fast-paced financial services environment. The ideal candidate will have strong experience supporting executives and VIP users in a white-glove environment, along with solid Windows, Microsoft 365, Active Directory, hardware/software, networking, and conferencing/AV troubleshooting skills. This is a highly customer-facing role requiring excellent communication, professionalism, discretion, and the ability to resolve technical issues quickly while maintaining a premium end-user experience.

Key Responsibilities

• Provide Level 1/2+ onsite deskside support for Windows-based desktops, laptops, mobile devices, peripherals, and AV/conferencing systems.
• Deliver white-glove/executive support to senior leadership and VIP users with a high degree of professionalism, responsiveness, and discretion.
• Troubleshoot complex hardware, software, network, credential, Microsoft 365, and workstation issues.
• Support Windows 10/Windows environments, workstation imaging, software deployments, patches, upgrades, and system refreshes.
• Provide administration/support for Active Directory, Group Policy (GPO), DNS, DHCP, Microsoft 365, and Print Services.
• Troubleshoot conference room technology, AV equipment, collaboration tools, and executive meeting technology.
• Manage IT incidents and service requests through ticketing systems while meeting established SLA/KPI requirements.
• Participate in P1 P5 incident response, root-cause analysis, problem management, change management, and release management.
• Assist with office moves, technology refreshes, infrastructure buildouts, equipment installations, and workstation deployments.
• Manage IT assets, including inventory, procurement coordination, deployment, tracking, and disposal.
• Collaborate with infrastructure, application, security, network, and other IT teams to resolve escalated issues.
• Document troubleshooting procedures, technical processes, and knowledge-base information.
• Provide guidance and mentorship to junior technical support team members.
• Monitor system performance and troubleshoot PCs, applications, servers, and network-connected equipment.

Required Qualifications

• Bachelor's degree or 5 8 years of equivalent relevant IT experience.
• 5+ years of technical/desktop support experience preferred.
• Strong experience supporting executives, VIPs, senior leadership, or high-profile users in a white-glove environment.
• Strong Windows desktop troubleshooting experience.
• Hands-on experience with Microsoft 365 and Active Directory.
• Knowledge of DNS, DHCP, Group Policy/GPO, workstation imaging, and enterprise collaboration tools.
• Experience with ITIL processes, including Incident, Problem, Change, and Release Management.
• Experience with IT Asset Management (ITAM) processes/tools.
• Strong troubleshooting skills across hardware, software, networking, mobile devices, and AV/conferencing systems.
• Excellent verbal and written communication skills with a strong customer-service mindset.
• Ability to manage multiple priorities and work effectively in a high-pressure environment.
• Willingness to work occasional evenings/weekends when required.

Preferred Skills

• Microsoft, ITIL, CompTIA, or other relevant certifications.
• Financial services or managed-services experience.
• Azure administration/support experience.
• VDI experience.
• Experience with tools such as PuTTY, FTP, Antivirus, Robocopy, and enterprise deployment/patching solutions.
• Scripting/automation experience.
• Experience with performance monitoring, capacity planning, and business relationship management.