Senior Technical Support Specialist

Description The application window will close Month Day, Year Job Location The primary work location for this role is [insert location] with a [in office, hybrid, remote] work model. About Envestnet Envestnet is an adaptive WealthTech company that is redefining the future of wealth management by helping advisors meet the moment with its comprehensive technology, actionable insights, and industry leading support. Backed by over 25 years of experience and approximately $7.0 trillion in platform assets, Envestnet is trusted by over one third of financial advisors across leading banks, wealth managers, brokerages, and RIAs. For a deeper look at how Envestnet is shaping the future of financial advice, visit www.envestnet.com . The Team You'll Join The Technical Support team at Envestnet is the backbone of the employee experience, ensuring seamless day-to-day operations across the enterprise. Supporting a broad range of internal users—from global teams to executive leadership—the team delivers hands-on troubleshooting, VIP support, and reliable service across hardware, software, and network environments. By partnering with engineering and security teams, continuously improving processes, and leveraging modern tools and technologies, they play a critical role in keeping the business productive, secure, and connected—making it an exciting space for those who enjoy solving complex problems and making an immediate impact. How You ' ll Contribute We're looking for a skilled Senior Technical Support Specialist to join our deskside level 2 support team. In this role, you'll handle escalated issues from our Global Service Desk, troubleshoot hardware and software problems, and provide hands-on assistance. This role will be based in our Denver office with a heavy concentration of the executive team who require VIP support both in and out of the office. This role is ideal for someone who enjoys solving problems, working collaboratively, and making a direct impact on user experience. 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 trouble shooting.
• 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. What You ' ll Need to Bring 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.[DM1.1]
• 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. Nice-to-Haves
• Jira Service Desk experience preferred.
• ITIL Foundations Certified
• Prior experience with Intune or Autopilot endpoints preferred.

Why You'll Enjoy Working at Envestnet Help shape the future of WealthTech. At Envestnet you'll gain hands-on experience and collaborate with some of the industry's brightest minds to deliver meaningful, innovative solutions that make a real difference. We value flexibility in how and where work gets done, and we recognize strong performance with meaningful rewards—because your contributions should drive both business success and your own personal growth. If you're looking for a place where your work has impact, your development is supported, and your contributions are truly valued, Envestnet is where you can build your future. The opportunity is now! Sponsorship This position is not open to candidates requiring visa sponsorship Our Investment in You 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 to learn more. Our Commitment to Inclusion & Belonging Envestnet is an Equal Opportunity Employer and is committed to creating an inclusive environment for all employees and applicants. We welcome and value individuals of all backgrounds and do not discriminate based on race, color, religion, creed, sex (including pregnancy or related medical conditions), gender identity or expression, sexual orientation, national origin, ancestry, age, disability, genetic information, military or veteran status, citizenship status, or any other status protected by applicable law. We encourage individuals from all backgrounds to apply. We strive to provide an inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation, please contact us at careers@envestnet.com. Please include your full name, the title of the role you are applying for, and the accommodation necessary to assist you with the recruiting process. Recruitment Fraud At Envestnet, safeguarding the trust and safety of job seekers is a top priority. We are aware that scammers may impersonate Envestnet recruiters or create fake job opportunities to deceive candidates. Review the information on our recruitment fraud awareness page to help you recognize and avoid recruitment fraud.