EverCommerce - Technical Support Analyst II (In-Office: Denver, Colorado)

EverCommerce•Denver, CO

4d•$75,000 - $85,000•Onsite

About The Position

Technical Support Analyst II, EverCommerce, In Office-Denver EverCommerce (Nasdaq: EVCM) is a leading service commerce platform, providing vertically-tailored, integrated SaaS solutions that help more than 690,000 global service-based businesses accelerate growth, streamline operations, and increase retention. Its modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. With its EverPro, EverHealth, and EverWell brands specializing in Home, Health, and Wellness service industries, EverCommerce provides end-to-end business management software, embedded payment acceptance, marketing technology, and customer experience applications. Learn more at EverCommerce.com. We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here: https://www.evercommerce.com/about-us/careers/ We are looking for a Technical Support Analyst II to play a critical role within EverCommerce’s centralized IT functions. This role provides advanced end‑user and systems support, and partners closely with the IAM team to maintain and improve the integrity of our corporate environments. You: Are Customer Obsessed: You take pride in helping people, removing friction, and delivering a positive support experience every time. Thrive in Service Roles: You stay calm, organized, and empathetic while juggling multiple requests in a fast-paced environment. Enjoy Problem Solving: You like digging into issues, asking the right questions, and finding durable solutions and not just quick fixed. Demonstrate Independent Judgment: You assess complex issues, make sound technical decisions, and know when to involve senior teams. Act as a Trusted Partner: You build credibility with executives and teams through consistent delivery, discretion, and technical confidence.

Requirements

Experience: 4-6 years of experience in Customer Service (IT preferred).
Technical Expertise: Proven experience supporting both Windows and Mac in a managed enterprise environment.
Troubleshooting: Demonstrated ability to independently diagnose and resolve complex issues across hardware, OS and identity.
Education: Associate’s degree in information technology or related field, or a combination of CompTIA certifications (A+, Network+) and hands-on experience that equate to a degree.
Adaptability: Ability to learn new systems quickly and use good judgment when a standard ‘playbook’ doesn’t exist.
Professional Communication: Ability to communicate technical concepts clearly and confidently to non-technical users, including executives, adapting tone and detail to the audience.
Growth & Learning: Demonstrated interest in expanding technical depth, service management skills and exposure to higher-tier environments.
Technical Requirements: Proficient in: Microsoft Office 365 Suite and Windows/macOS troubleshooting.
Experience with: Microsoft EntraID, Okta, Jira Service Management, InTune, JAMF Pro.

Nice To Haves

TeamViewer
Zoom
Lumos
Coupa
PCI-DSS and HIPAA

Responsibilities

Customer Experience Excellence: Deliver a concierge-level support experience by prioritizing empathy, clear communication and timely resolution for all users.
On-site Support: Provide primary in-person technical support for corporate desktop users (including executives and senior leaders) in our local office, while assisting remote users in North America, India, Australia, New Zealand, and UK.
Ownership mindset: Take accountability for issues end-to-end, proactively following up with users and ensuring satisfaction before closure.
Hardware Management: Identify, source and set up hardware and software solutions for our users, manage local inventory and equipment refreshes.
Identity Management: Manage corporate user’s identities including password resets and MFA setup/resets.
Lifecycle Management: Assist in onboarding and offboarding employees with software and hardware requests, including workstation setup and software provisioning
SaaS Administration: Support licensing and access for tools including Microsoft 365, Adobe, Atlassian, and others
Process Improvement: Assist with implementing solutions that meet new IT requirements and offer suggestions for improvements on existing areas.
Vendor Engagement: including cloud service providers, IT equipment suppliers, and software providers
On-call Support: Participate in a rotating on-call schedule to address urgent technical escalations and ensure system uptime and usability for our global base outside of standard hours.

Benefits

In-Office perks: snacks, lunch, and more
Day 1 access to a robust health and wellness benefits, including an annual wellness stipend
401k with up to a 4% match and immediate vesting
Flexible and generous (FTO) time-off
Employee Stock Purchase Program

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