Helpdesk Engineer

NKSFB•Westwood, CA

7d•$65,000 - $75,000

About The Position

The Helpdesk Engineer will assist in daily helpdesk support requests. You will collaborate with the internal helpdesk team, cross-functional departments, and external vendors to troubleshoot and resolve issues. This position requires a flexible schedule, including occasional after-hours or weekend support as needed. The ideal candidate is experienced across hardware, software, networking, endpoint security, mobile devices, remote support, user training, and documentation.

Requirements

Working administrative knowledge of MS Windows operating systems (workstations & servers)
Working knowledge of Office 365 and Active Directory
Experience with Microsoft Office Suite and networking fundamentals (VPN, LAN/WAN, wireless)
Familiarity with ticketing systems such as ServiceDesk, Track-It, Jira, or ServiceNow
Customer-centric approach with a commitment to ensuring user satisfaction
Strong oral and written communication skills
Strong sense of urgency
Detail-oriented and organized with a focus on delivering high-quality support
Analytical mindset with the ability to diagnose and solve technical issues.
Ability to multi-task and adapt to changes quickly
Experience with remote support tools (e.g., Splashtop, GoToAssist, LogMeIn, TeamViewer)
Ability to remain calm under pressure
A minimum of 2 years of Helpdesk experience preferred

Nice To Haves

A+
Network +
Security +
ITIL

Responsibilities

Respond and troubleshoot support incidents via phone call, walk-up request, and the ticketing system
Create and maintain documentation for the internal knowledge base
Record requests, incidents, and status information to meet SLAs using the firm’s ticketing system
Ensure excellent customer service by proactively communicating with users and resolving support tickets according to SLAs
Participate in an on-call rotation for after-hours and weekend support.
Install, configure, and repair hardware, software, and peripherals following technical standards
Microsoft Active Directory and Office 365 account administration and configuration
Endpoint Protection configuration and troubleshooting
Involvement in various IT project work
Provide IT support to executive staff
Configure and troubleshoot mobile devices (iPhones and iPads)
Travel to other NKSFB office locations to provide onsite support
Support audio/visual setup and troubleshooting for executive meetings
Ability to adjust schedule based on business needs, including variable shift times
Perform other related duties as assigned.