Senior Help Desk Engineer — Enterprise IT Support Lead

Kestra Financial, Inc.; Austin (TX); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Kestra Financial, Inc. is seeking a skilled Help Desk IT Support Engineer to support internal employees nationwide from Austin.

You will be the primary contact for technical assistance across multiple systems by phone, email, and in person, delivering first-class support to maintain productive operations. The role covers account provisioning, Microsoft 365, AD/Entra ID, endpoint management, and devices across Windows, macOS, iOS, and Android, with opportunities to improve processes through

Qualifications

• Bachelor's degree or applicable experience.
• Experience supporting Windows and macOS environments.
• Strong knowledge of Active Directory and Microsoft 365 administration.
• Familiarity with endpoint management and automation tooling.

Responsibilities

• Provide Tier 1/2 Help Desk support for internal employees nationwide.
• Administer Microsoft 365 services and identity management (AD/Entra ID).
• Support endpoints, devices, and peripherals across Windows, macOS, iOS, and Android.
• Log and track requests, escalate when needed, and ensure resolution ownership.
• Collaborate with cybersecurity, networking, and infrastructure teams on incidents.

Skills

Active Directory

Microsoft 365

Endpoint management

Windows/macOS support

PowerShell automation

Education

Bachelor's Degree

Tools

Microsoft Intune

Autopilot

Microsoft Deployment Toolkit

PowerShell

Job description

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.