Technical Support Specialist

Technical Support Specialist

Envestnet is seeking a Technical Support Specialist to join our IT team. This hybrid role requires in-office work at our Berwyn, PA office location.

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

• 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, in a more connected environment

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• Skilled Technical Support Specialist for deskside Level 2 support team.
• Handle escalated issues from the Global Service Desk, troubleshoot hardware and software problems, and provide hands‑on assistance.
• Ideal for problem‑solvers who enjoy collaboration and making a direct impact on user experience.

• Lead Berwyn‑based L2 initiatives, coordinating with L1 Global Service Desk as necessary.
• Collaborate with Security Operations to enhance security posture and end‑user experience.
• Act as technical escalation point for Level 1 technicians, addressing troubleshooting, process, and procedural queries.
• Maintain inventory of all equipment and software licenses; work with system administrators and engineering teams on projects and problem resolution.
• Manage onboarding of new users and create documentation for processes and procedures in the Service Desk on Jira/Confluence.
• Generate ad hoc reports for management from Absolute Software, Active Directory, ticket information, etc.
• Oversee Autopilot image process, ensuring alignment 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/upgrading software, installing hardware, configuring systems and applications, and troubleshooting 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.
• Adhere to and apply Envestnet legal, compliance, risk, business continuity and administrative policy within the role and department(s).
• Support Envestnet’s 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.
• 4+ years of experience as a computer support specialist.
• Strong aptitude in Windows and MAC OS repairs, spyware and virus removal, hardware, upgrades and troubleshooting.
• Strong interpersonal and customer service skills.
• Knowledge of methodologies to run computer systems and troubleshoot malfunctions.
• Ability to communicate problems with technical and non‑technical groups.
• Must maintain confidentiality.

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

• 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

Envestnet is an Equal Opportunity Employer.

Seniority level:
Mid‑Senior level.

Employment type:

Full‑time.

Job function:
Information Technology.

Referral program available – referrals increase your chances of interviewing at Envestnet by 2x.