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. Role Overview As a Technical Associate, you will support the management and continuous improvement of HarbourVest’s global endpoint environment across Windows and macOS devices. This role sits within the Global Service Desk organization, but is not a traditional Service Desk position. Instead, it functions as the primary technical support and operational owner for endpoint management services, helping ensure devices are reliable, secure, compliant, and easy for employees to use. This role combines hands‑on technical expertise with a proactive engineering approach, supporting key endpoint services such as Microsoft Intune, Autopilot, patching, application packaging, device compliance, endpoint health, and automation. The position will help shift effort from reactive ticket resolution toward long‑term service improvement, repeat‑incident reduction, and a more consistent global endpoint experience. Success in this role will be measured by improved endpoint health and compliance, increased automation, reduced recurring support issues, stronger platform consistency, and a better overall technology experience for employees across the firm. Ideal Candidate Brings hands‑on experience with modern endpoint management including tools and processes such as Intune, Autopilot, Jamf, application packaging, patching, and device compliance at scale. Understands both Windows and macOS endpoint environments and can help support consistent standards across a global device footprint. A forward‑thinking innovator who finds opportunities for long‑term improvements, standardization, and automation to improve device health, security controls, lifecycle management, and operational maturity. Demonstrates a strong root‑cause analysis approach, identifying and resolving underlying issues that impact endpoint performance, reliability, and overall satisfaction. Has experience applying automation and scripting to optimize processes, reduce manual effort, and eliminate recurring support demands. Can balance technical depth with collaboration, partnering optimally with the IT support group, security, infrastructure, and business teams to deliver a secure and flawless endpoint experience. What you will do Help manage and improve the organization’s endpoint environment, including Windows and macOS device provisioning, configuration, upkeep throughout the device lifespan, and platform policies. Support application packaging, rollout of software, operating system maintenance, and patch management to maintain a protected and reliable user experience. Monitor and improve endpoint health, compliance, and security through proactive management, policy enforcement, and remediation efforts. Leverage endpoint management platforms such as Intune and Autopilot to automate device deployment, configuration, and ongoing administration at scale. Investigate and resolve sophisticated endpoint issues, perform root‑cause analysis, and implement long‑term solutions that decrease frequent support incidents. Develop automation, documentation, and operational standards while collaborating with Service Desk, Infrastructure, and Security teams to continuously improve endpoint services. What you bring Experience supporting endpoint management, application packaging, software deployment, operating system management, and patching in an enterprise environment. Familiarity with modern enterprise endpoint management and deployment tools such as Microsoft Intune, Autopilot, Patch My PC, SCCM, Jamf, or similar platforms. Ability to use PowerShell or scripting to streamline endpoint management, deployments, device compliance, minimize manual tasks, and generate reports. Understanding of endpoint health, performance, compliance, and security concepts, with a focus on improving reliability and reducing recurring issues. Ability to follow, document, and improve platform standards, policies, and procedures that support consistency and operational excellence. Strong collaboration and communication skills, with the ability to partner effectively across Information Technology teams and business partners. Strong troubleshooting and root‑cause analysis skills capable of resolving complex endpoint, operating system, and application deployment issues. Education & Experience Education: No degree required, but equivalent experience preferred. Experience: 3–5 years of experience in endpoint management, desktop engineering, IT operations, technical support engineering, or a related technology role preferred. Certifications (preferred) Microsoft Endpoint Administrator ITIL Foundation CompTIA A+ Other relevant certifications (e.g., Microsoft MD‑102, Network+) Base Salary Range $110,000.00 - $120,000.00 This USD base salary range represents only one component of total compensation for this role and is provided in accordance with local requirements. This role is eligible for a discretionary annual bonus, which is determined based on individual and overall firm performance. In addition to salary and bonus, total compensation may include eligibility for long‑term reward programs and a comprehensive total rewards package that may include retirement, health, insurance, paid time off, and wellness programs. Our total rewards offerings are influenced by several business factors, and eligibility for certain components will vary by position and geography. Please note the posted ranges do not apply outside the U.S. and should not be converted to other currencies as a proxy for compensation in other countries. #J-18808-Ljbffr