Senior Technical Support Specialist

Job Description Summary

For over forty years, HarbourVest has been home to a committed team of professionals with an entrepreneurial spirit and a desire to deliver impactful solutions to our clients and investing partners. As our global firm grows, we continue to add individuals who seek a collaborative, open-door culture that values diversity and innovative thinking.

In our collegial environment that’s marked by low turnover and high energy, you’ll be inspired to grow and thrive. Here, you will be encouraged to build on your strengths and acquire new skills and experiences.

We are committed to fostering an environment of inclusion that promotes mutual respect among all employees. Understanding and valuing these differences optimizes the potential of both the individual and the firm.

HarbourVest is an equal opportunity employer.

This position will be a hybrid work arrangement. You will receive 18 remote workdays per quarter to use at your discretion, subject to manager approval. For example, you may choose to work in the office 4 days per week and take one remote day weekly (typically 13 weeks per quarter), leaving 5 additional remote days to be used as needed.

As a Senior Technical Support Specialist, you will have a crucial part in enhancing the technical depth and operational excellence of our Global Service Desk (GSD). You will address sophisticated support issues, propel process improvements, and act as a technical mentor to the team—while remaining fully accountable for your own work and building toward future leadership opportunities. This role reports into the GSD Americas Manager.

The ideal candidate is someone who is:

• A proactive problem-solver who anticipates technical and operational challenges, implementing preventive measures before issues impact users or leadership.
• A reliable technical expert for team members and collaborators, capable of translating intricate technical ideas into understandable business language.
• A forward-thinking innovator who finds opportunities to streamline workflows, automate tasks, and improve the end-user experience.
• Remaining calm and making decisions under pressure, demonstrating good judgment in critical situations, and taking the lead in resolving issues.
• A mentor and role model, championing a culture of perpetual advancement and technical expertise within the team.
• Demonstrates a strong customer-first mindset by proactively resolving technical issues and ensuring a seamless support experience for end users.
  
  

What you will do:

• Act as the primary technical liaison for challenging support issues throughout the Americas, encompassing executive and VIP assistance.
• Drive continuous improvement through automation, standardization, and adoption of guidelines in endpoint management, identity, and collaboration platforms.
• Collaborate with IT leadership and business collaborators to align support strategies with organizational goals and upcoming initiatives.
• Supply technical support to GSD team members, contributing to the growth of their capabilities and enhancing overall team confidence.
• Participate in critical incident response and on-call rotations, ensuring resolution and clear communication to senior management.
• Contribute to project delivery and operational readiness across IT initiatives.
• Must be able to perform physical tasks such as moving equipment, accessing cables under desks, and navigating office environments.
  
  

What you bring:

• Demonstrable experience in revitalizing service desk/desktop teams through improved trust, processes, and performance metrics.
• Strong executive support credibility: Able to advise senior collaborators and translate technical risk into business impact.
• Proficiency in Windows 11, Microsoft 365/Teams, Intune/Autopilot, Azure AD, Okta, and basic networking.
• Experience implementing incident, request, problem, and change workflows in an ITIL-aligned environment.
• A proactive operations demeanor: Establishing health checks, patch/compliance baselines, capacity plans, and supervising to prevent issues.
• Automation & tooling skills: Using PowerShell and scripting to reduce toil, standardize builds, and generate operational insights.
• Outstanding communication and customer service proficiencies, skilled in aiding users within technical and business realms.
• Ability to prioritize effectively while upholding integrity and composure.
  
  

Education Preferred:

• Bachelor of Science (B.S.) or equivalent experience
  
  

Experience:

• Demonstrated ability in Technical Support / Endpoint Management preferred (Senior Associate level)
  
  

Certifications (preferred):

• ITIL Foundation
• CompTIA A
• Other relevant certifications (e.g., Microsoft MD-102, Network )