Senior Technical Support Specialist

Job Location

The primary work location for this role is [insert location] with a [in office, hybrid, remote] work model.

• Lead Denver-based L2 initiatives, involving the L1 Global Service Desk as necessary. Participate in project teams tasked with executing changes.
• VIP level support for Envestnet Executive Committee.
• Collaborate with Security Operations to enhance both security posture and end‑user experience.
• Follow ITIL based IT Service Delivery methodologies.
• Act as a technical escalation point for Level 1 technicians, addressing troubleshooting, process, and procedural queries.
• Maintain an inventory of all equipment and software licenses, and work with system administrators and engineering teams on projects and problem resolution as needed.
• Manage the onboarding process of new users and create documentation for processes and procedures in the Service Desk on Jira/Confluence.
• Generate ad hoc reports for management, including details from Absolute Software, Active Directory, ticket information, and more.
• Oversee the Autopilot image process, ensuring it aligns with organizational standards and end‑user specifications.
• Perform remote and onsite troubleshooting of hardware, software, and networking issues for a range of clients.
• Provide Level 2 tech support at the desktop level, including installing and upgrading software, installing hardware, configuring systems and applications, and troubleshooting both end‑user devices and environmental factors such as WiFi. Expert knowledge of both Windows and Mac OS and troubleshooting.
• Follow the documented escalation process for Level 3 (Solutions) or management assistance. Respond to queries in person, over the phone, by email, or via a remote desktop tool.
• Train users on new company‑provided applications and assist with problem‑solving for supported applications. Suggest training ideas based on interactions from resolving support requests.
• Participate in patching and upgrade testing within Intune/EUC admins and document internal procedures.
• Follow up with customers to ensure issues are resolved and be available for night and weekend support during critical periods.
• Provide AV support for executive presentations and maintain conference room equipment. Additional or different functions may be assigned as needed.

• Bachelor’s degree in technology or related subject, or equivalent combination of education and work experience.
• 4+ years of experience as a computer support specialist.
• Strong aptitude in Windows repairs, spyware and virus removal, hardware, upgrades and troubleshooting. Preference will be given to those with matching macOS experience.
• Strong interpersonal, customer service skills.
• Knowledge of methodology to run computer systems and to troubleshoot computer equipment malfunctions.
• Ability to communicate problems with different technical and non‑technical groups.
• Must maintain confidentiality.

• Jira Service Desk experience preferred.
• ITIL Foundations Certified.
• Prior experience with Intune or Autopilot endpoints preferred.

This position is not open to candidates requiring visa sponsorship.

This role offers a base salary range of [minimum] to [midpoint]. The range listed represents a good‑faith estimate of base salary compensation for this position and does not include incentive compensation, equity or benefits. Individual pay will be determined based on factors including, but not limited to, relevant experience, skills, education, certifications, and geographic location, in accordance with applicable pay transparency laws.

This role is eligible for an additional incentive component as part of the total rewards package. We provide a comprehensive suite of benefits—subject to Envestnet’s plan eligibility rules— that support your overall well‑being including medical insurance, paid time off (PTO), 401k company match, paid parental leave, education reimbursement, disability coverage and mental health & wellness support. Our investment in you means supporting you professionally, financially, and personally at every stage of your journey with us.

Please visit our benefits page on our career site…