Technical Support Specialist

We’re looking for a skilled Technical Support Specialist to join our deskside Level 2 support team. In this role, you’ll serve as a senior technical resource for escalated issues, lead hands-on troubleshooting across hardware, software, and endpoint support needs, and partner with cross-functional teams to improve service delivery and user experience. This role is ideal for someone who enjoys solving complex problems, working independently, and driving operational improvements that make a direct impact., * Lead site-based L2 initiatives, involving the L1 Global Service Desk as necessary, and serve as a senior technical resource for complex escalations and operational improvements. Participate in project teams tasked with executing changes.

• Collaborate with Security Operations and other cross-functional IT teams to enhance both security posture and end-user experience.
• Act as a primary technical escalation point for Level 1 technicians, addressing troubleshooting, process, and procedural queries while providing guidance and coaching as needed.
• Maintain an inventory of all equipment and software licenses, and work with system administrators and engineering teams on lifecycle planning, projects, and problem resolution as needed.
• Manage the onboarding process for new users, including device readiness and access coordination, and create documentation for processes and procedures in the Service Desk on Jira/Confluence.
• Generate and analyze ad hoc operational reports for management, including details from endpoint tools, Active Directory, ticket information, and related support systems.
• Independently identify chronic issues through the Problem Management process and drive improvement projects from intake through implementation, partnering with cross-functional teams as needed to deliver durable operational outcomes.
• Oversee the Autopilot image and device provisioning process, ensuring it aligns with organizational standards and end-user requirements.
• Perform remote and onsite troubleshooting of hardware, software, networking, and endpoint management 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 end-user devices, conference room technology, and environmental factors such as WiFi.
• Follow the documented escalation process for Level 3 (Solutions) or management assistance, applying sound judgment and ensuring clear communication across in-person, phone, email, or remote desktop support.
• Train users on new company-provided applications and assist with problem-solving for supported applications. Suggest training ideas and support content based on trends identified through support interactions.
• Participate in patching and upgrade testing with Intune/EUC administrators and document internal procedures and support standards.
• Follow up with customers and stakeholders 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, helping ensure readiness for high-visibility onsite events. Additional or different functions may be assigned as needed.
• Adherence to and application of Envestnet legal, compliance, risk, business continuity and administrative policy within the role and department(s) including the timely completion of training & awareness, affirmations and testing as requested.
• As part of the responsibilities for this role, you will understand and readily support Envestnet’’s established corporate business practices, policies, internal controls and procedures designed to create value or minimize risk

• Bachelor’s degree in technology or related subject, or equivalent combination of education and work experience.
• 6+ years of experience as a computer support specialist, including experience handling escalated issues and complex troubleshooting.
• Strong aptitude in Windows repairs, spyware and virus removal, hardware, upgrades and troubleshooting. Preference will be given to those with matching macOS experience.[DM1]
• Strong interpersonal and customer service skills, with the ability to operate as a senior technical resource in a fast-paced support environment.
• Knowledge of methodologies used to support enterprise computer systems and troubleshoot computer equipment malfunctions.
• Ability to communicate technical problems effectively with both technical and non-technical groups.
• Must maintain confidentiality.

Preferred Qualifications:

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