Senior Help Desk Engineer

Kestra Holdings•Tempe, AZ

About The Position

As the Help Desk IT Support Engineer, you will report to the manager of the Help Desk. You will provide support to internal 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.

Requirements

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)
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.

Nice To Haves

Enterprise Help Desk escalation support: 4+ years preferred.

Responsibilities

Handle and resolve complex user hardware, software, identity, access, Microsoft 365, endpoint, and network-related issues, escalating to relevant teams when appropriate while maintaining ownership 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 deskside assistance.
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 ensure timely communication on support requests and project work.
Conduct root cause analysis for recurring incidents and identify opportunities 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, and maintain standard operating procedures, troubleshooting runbooks, knowledge base articles, onboarding/offboarding procedures, asset-management workflows, and internal documentation to improve consistency and self-service support.
Identify and 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 while maintaining strong communication, professionalism, urgency, and follow-through.