IT Support Specialist IV

Own resolution of complex and non-routine end-user incidents and service requests, applying independent judgment to determine the appropriate diagnostic , remediation, and escalation approach.

Analyze issues across laptops, desktops, operating systems, productivity applications, mobile devices, user access, and related corporate technologies; adapt existing methods and develop practical solutions where standard procedures are insufficient.

Act as a senior technical resource for the support team by advising colleagues on difficult issues, sharing technical knowledge, and helping establish consistent approaches to recurring problems.

Endpoint, Identity and Service Operations

Manage and improve user administration and account lifecycle activities across Microsoft Office 365, Azure/Intune, Active Directory, and related corporate platforms, ensuring reliable execution within established controls.

Coordinate and improve new-hire IT onboarding across supported locations, aligning device provisioning, account setup, access, and readiness activities to business requirements.

Own assigned end-user device lifecycle activities, including imaging, provisioning, repair, replacement, and process improvements, and partner with the IT Manager and vendors to resolve complex hardware and service issues.

Knowledge, Process Improvement and Stakeholder Partnership

Develop and maintain knowledge- base content, procedures, and technical guidance that improve support consistency, reduce repeat issues, and enable effective knowledge transfer across the global team.

Coordinate with technology vendors on hardware purchasing , repairs, and service issues; evaluate options, resolve issues within established requirements, and escalate exceptions requiring management decisions.

Identify recurring operational or support issues, evaluate root causes and alternative approaches, and lead assigned process improvements that strengthen service reliability, efficiency, and the end-user experience; provide onsite support at Allvue locations as required .

Advanced ability to work independently across a broad range of end-user technology issues and prioritize competing demands.

Strong analytical and problem-solving skills, including evaluation of multiple factors, use of judgment, and adaptation of approaches to resolve complex issues.

Strong written and verbal communication skills with the ability to explain technical matters clearly, advise others, and adapt communication to different audiences.

Demonstrated ability to take ownership of assigned work, lead operational improvements, and establish repeatable practices.

Ability to adjust working hours to support global business needs and travel safely to regional offices for onsite support as required .

Ability to regularly lift and/or move objects up to 20 pounds.

Ability to maintain current knowledge of technology trends and approved technologies.

Technical & System Proficiency

Advanced proficiency in computer hardware, components, PC/laptop repair, imaging, and provisioning.

Advanced working knowledge of Microsoft Office 365, Azure/Intune, Active Directory, and Microsoft-based infrastructure.

Advanced troubleshooting proficiency across Microsoft Windows, Microsoft Office desktop applications, macOS, Android, and iPhone environments.

Strong proficiency with Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook.

High computer literacy with demonstrated ability to learn and apply new software tools and technologies.

Automation and scripting experience is a plus ( PowerShell, Python, SQL)

AI Skills and Experience

Demonstrated ability and curiosity to use AI-enabled tools to investigate technical issues, accelerate troubleshooting, and identify practical solutions to unfamiliar problems.

Ability to leverage AI to improve and automate IT support workflows, documentation, knowledge management, and other repeatable operational processes.

Proactively identifies opportunities to apply AI and automation to reduce manual effort, improve service efficiency, and enhance the end-user experience.

Uses AI tools with appropriate judgment , validating outputs and adhering to company requirements for data security, privacy, and responsible AI use.

Shares effective AI-enabled approaches, prompts, workflows, and learnings with colleagues to strengthen the capabilities and efficiency of the broader support team.

Experience

Typically requires a minimum of 8 years of related experience in end-user support, PC repair, user administration, and enterprise IT operations, or equivalent work experience.

Demonstrated experience resolving complex end-user technology issues independently and leading assigned operational or process improvements.

Language Skills

Fluency in English, including reading, writing, and verbal communication, is required . Proficiency in other local languages is advantageous .

Bachelor’s degree in Computer Science or a related field preferred.

Health Coverage options along with other voluntary benefits

Enterprise Udemy membership with access to thousands of personal and professional development courses

401K with Company match up to 4% or Employee Pension plan

Competitive pay and year-end bonus potential

Flexible PTO

Charitable Donation matching, along with Volunteer and Voting PTO

Numerous team building activities to promote collaboration in a fun and fast-paced work environment

Allvue Systems provides equal employment opportunities (EEO) for all employees and applicants for employment. We recognize the real value of bringing people together from diverse backgrounds, experiences and perspectives - we don’t just accept difference, we celebrate and support it. We are committed to advancing these efforts through our strategies to hire, promote, create and support a diverse and inclusive environment throughout our workforce and workplace. It is our policy to prohibit discrimination and harassment of any type without regard to race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. In addition, Allvue will provide reasonable accommodations for qualified individuals with disabilities.