Technical Support Specialist

Description

Envestnet is seeking a Technical Support Specialist to join our Technology department. This is a hybrid role, with in-office work required at our Denver, CO office location.

Envestnet is transforming the way financial advice is delivered through its connected technology, advanced insights, and asset management solutions – backed by industry-leading service and support. Since 1999, Envestnet has served the wealth management industry and today supports trillions in platform assets, serving over a hundred thousand financial advisors. The vast majority of the nation’s leading banks, the largest wealth management and brokerage firms, and over 500 of the largest RIAs rely on Envestnet’s wealth management platform and solutions to drive business growth, boost productivity, and deliver better financial outcomes for their clients.

Envestnet’s Strategy

• Deliver the industry-leading wealth management platform, powered by advanced data and insights
• Leverage our scale and efficiencies to serve our clients’ needs comprehensively
• Enable financial advisors to deliver more holistic advice – reflecting a more complete view of their clients’ financial lives, and in a more connected environment
  
  

For more information, please visit www.envestnet.com.

Job Summary

We’re looking for a skilled 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 is ideal for someone who enjoys solving problems, working collaboratively, and making a direct impact on user experience.

Job Responsibilities

• Lead Berwyn-based L2 initiatives, involving the L1 Global Service Desk as necessary. Participate in project teams tasked with executing changes. 
• Collaborate with Security Operations to enhance both security posture and end-user experience. 
• 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. 
• 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.
• 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.
  
  

Required Qualifications

• 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]
• 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.
  
  

Preferred Qualifications

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

Envestnet

• Be a member of an innovative and industry leading financial technology and solutions company
• Competitive Compensation/Total Reward Packages that include:
• Health Benefits (Health/Dental/Vision)
• Paid Time Off (PTO) & Volunteer Time Off (VTO)
• 401K – Company Match
• Annual Bonus Incentives
• Parental Stipend
• Tuition Reimbursement
• Student Debt Program
• Charitable Match
• Wellness Program
  

Salary

The annual base salary range for this position is $66,000 to $82,000.

Envestnet is an Equal Opportunity Employer.