Senior Help Desk Engineer: Enterprise IT & 365 Support

Kestra Holdings; Austin (TX); Híbrido; USD 70.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive pay

401(k) & health insurance

Collaborative environment

Training & growth

Professional development

Descripción de la vacante

Kestra Holdings is seeking an experienced Help Desk IT Support Engineer to support internal users nationwide from Austin, TX. You will escalate complex issues, manage AD/Entra ID, and administer Microsoft 365 services while supporting Windows, macOS, iOS, and Android devices.

You will log requests, coordinate with cybersecurity and networking teams, and contribute to automating tasks with approved tools. A bachelor’s degree or equivalent experience is required.

Formación

• Bachelor's degree or applicable experience required.
• 2+ years of Active Directory management.
• 2+ years with Microsoft Deployment Tool imaging console.
• Hardware knowledge for Dell workstations/laptops.
• Experience supporting Windows and macOS in a corporate environment.
• Experience with Microsoft Office Macros.
• Experience with multiple technologies including OS, networks, security software, imaging software, and databases.
• PC hardware build and troubleshooting experience.

Responsabilidades

• Provide escalation support for Level 1 and 2 Help Desk issues.
• Log and track support requests with clear resolution notes.
• Administer Microsoft 365 services including Exchange Online and Teams.
• Troubleshoot email delivery, SPF/DKIM/DMARC as needed.
• Manage identity across AD and Entra ID, including MFA and CA.
• Deploy and support desktops, laptops, and mobile devices using Intune/Autopilot/MDT.
• Support Windows, macOS, iOS, and Android devices in various environments.
• Collaborate with cybersecurity, networking, and vendors to resolve incidents.

Conocimientos

Active Directory

Microsoft Intune

Autopilot

Microsoft Deployment Toolkit

Windows & macOS support

Exchange Online

Dell hardware

Educación

Bachelor's degree or applicable experience

Herramientas

Microsoft Intune

Autopilot

Microsoft Deployment Toolkit (MDT)

Descripción del empleo

Lead with Purpose. Partner with Impact.

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-on 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.