Senior Help Desk Engineer

Kestra Financial, Inc.; Austin (TX); Vor Ort; USD 65.000 - 85.000; Vollzeit

Zusammenfassung

Kestra Financial, Inc. seeks an IT Help Desk Engineer to support internal employees across the country. You will be the primary contact for technical assistance, manage Microsoft 365 and identity services, and collaborate with cybersecurity and infrastructure teams to resolve incidents and improve service delivery.

You will troubleshoot complex hardware, software, email, and network issues, log and track requests, and contribute to automation and runbooks to enhance efficiency.

Qualifikationen

• Bachelor's Degree or applicable experience.
• Active Directory management (2+ years).
• Microsoft Deployment Tool imaging console (2+ years).
• Hardware knowledge for Dell workstations/laptops (2+ years).
• Experience supporting Windows and Mac operating systems (2+ years).
• Enterprise antivirus and VPN experience.
• Experience with multiple technologies including OS, networks, security software.

Aufgaben

• Provide Help Desk escalation support and guide Level 1/2 staff.
• Log, update, and track support requests in the ticketing system.
• Administer Microsoft 365 services including Exchange Online and Teams.
• Troubleshoot email delivery, mail flows, and DNS records as needed.
• Manage identity across Active Directory and Entra ID; MFA and CA.
• Deploy and support desktops, laptops, and mobile devices with Intune/Autopilot.
• Collaborate with cybersecurity, networking, and infrastructure teams.
• Document SOPs, runbooks, and knowledge base articles.

Kenntnisse

Help desk

Microsoft 365

Active Directory

Intune

End user support

PowerShell

DNS

Ausbildung

Bachelor's Degree or applicable experience

Tools

Microsoft Intune

Autopilot

Microsoft Deployment Toolkit

Exchange Online

Microsoft Teams

SharePoint

Jobbeschreibung

Lead with Purpose. Partner with Impact.

Kestra Holdings offers industry-leading wealth management platforms for independent wealth management professionals nationwide. Kestra is dedicated to empowering independent financial professionals—including traditional and hybrid RIAs—to grow their businesses and deliver exceptional client service. We combine advanced business management technology with personalized consulting to provide unmatched scale, efficiency, and support. Our advisor-focused culture is built on innovation and advocacy, enabling advisors to offer comprehensive securities and investment advisory solutions to their clients.

As the Help Desk IT Support Engineer, you will report to manager of the Help Desk. You will provide support to internal our employees and leaders in the financial services industry across the country. You will be the primary contact to personnel looking for technical assistance across multiple systems by phone, email, and in-person. You will be empowered to provide first-class support and creative solutions to facilitate a productive operating environment for all our teams.

What You’ll Do:

• Enterprise Help Desk escalation support: 4+ years preferred.
• Handle and resolve complex user hardware, software, identity, access, Microsoft 365, endpoint, and network-related issues, escalating to relevant teams whenappropriate whilemaintainingownership through resolution.
• Serve as the primary escalation point for Level 1 and Level 2 Help Desk issues and provide guidance, coaching, and technical direction to junior team members.
• Accurately log, update, and track all support requests using the request tracking platform, ensuring troubleshooting steps, user communications, escalation notes, and resolution details are documented clearly.
• Administer and support Microsoft 365 services, including Exchange Online mailboxes, shared mailboxes, distribution groups, Microsoft Teams, OneDrive, SharePoint, calendar permissions, mobile email configuration, and mailbox delegation.
• Troubleshoot email delivery and mail-flow issues using message trace, Outlook diagnostics, transport-rule review, shared mailbox permission validation, and DNS-related analysis, including SPF, DKIM, and DMARC where applicable.
• Administer and support identity and access processes across Active Directory and Microsoft Entra ID, including user provisioning, deprovisioning, group membership, licensing, MFA, Conditional Access, SSO, password resets, account lockouts, and hybrid identity synchronization issues.
• Deploy, configure, image, reimage, troubleshoot, and lifecycle-manage desktops, laptops, mobile devices, and peripherals using approved endpoint management and provisioning tools such as Microsoft Intune, Autopilot, Microsoft Deployment Toolkit, and related platforms.
• Troubleshoot device enrollment, compliance, Defender health, Windows Update, Autopilot ESP, hybrid join, profile corruption, endpoint performance, and remote-management issues.
• Support Windows, macOS, iOS, and Android devices in corporate, remote, and office environments, including direct user support, remote troubleshooting, and hands‑desksideassistance.
• Maintain accurate IT asset and inventory records, including hardware assignments, device ownership, stock levels, refresh planning, returned equipment, retired assets, procurement coordination, and lifecycle management activities.
• Partner with cybersecurity, networking, infrastructure, vendors, and business stakeholders to resolve complex incidents, implement approved changes, and ensuretimelycommunication on support requests and project work.
• Conduct root cause analysis for recurring incidents andidentifyopportunities to reduce repeat tickets through automation, process improvement, better documentation, training, or system remediation.
• Support conference room and collaboration technologies, including Microsoft Teams Rooms, room PCs, audio/video peripherals, displays, docking stations, softphones, and high-visibility executive meeting support.
• Research, test, and document patches, upgrades, service packs, device models, peripheral standards, and support tooling before broad deployment.
• Create, update, andmaintainstandard operating procedures, troubleshooting runbooks, knowledge base articles, onboarding/offboarding procedures, asset‑management workflows, and internal documentation to improve consistency and self‑service support.
• Identifyand implement approved automation opportunities using PowerShell, Power Automate, Microsoft Copilot, and other approved tools to reduce manual support effort and improve service delivery.
• Perform physical support tasks such as setting up and rearranging conference rooms, assembling and configuring desks or workstations, moving equipment, managing peripherals, or pulling wires through ceilings as needed.
• Promote a positive, accountable, customer-focused Help Desk environment whilemaintainingstrong communication, professionalism, urgency, and follow-through.

What You Bring:

• Bachelor's Degree or applicable experience
• Active Directory management (2+ years)
• Microsoft Deployment Tool imaging console (2+ years)
• Hardware knowledge for Dell workstations/laptops (2+ years)
• File manipulation, shared files/folders networking (2+ years)
• Experience supporting both Microsoft and Mac operating systems (2+ years)
• Experience with Microsoft Office Macros (creation and installation)
• Or equivalent certifications/education
• Enterprise level Antivirus experience.
• Enterprise level VPN experience.
• Experience with multiple technologies including operating systems, wireless networks, security software, imaging software, and databases.
• Experience with PC hardware build and troubleshooting.