Senior Help Desk Engineer

Kestra Holdings•Austin, TX

About The Position

The Senior Help Desk Engineer provides technical support to Kestra Holdings employees and leaders across the country. Reporting to the Manager of the Help Desk, this role serves as a primary contact for technical assistance across multiple systems by phone, email, and in person, delivering solutions that support a productive operating environment. The role handles complex hardware, software, identity, access, Microsoft 365, endpoint, and network issues; serves as an escalation point for Level 1 and Level 2 support; and guides junior team members. It administers Microsoft 365 and identity services, deploys and supports devices across Windows, macOS, iOS, and Android, and maintains IT asset records and support documentation. The engineer also partners with other technical teams and business stakeholders, investigates recurring incidents, supports collaboration and conference room technology, evaluates updates and tooling, and identifies approved automation and process improvements.

Requirements

Bachelor's degree or applicable experience.
At least 2 years of Active Directory management experience.
At least 2 years of experience with the Microsoft Deployment Tool imaging console.
At least 2 years of hardware knowledge for Dell workstations and laptops.
At least 2 years of experience with file manipulation and shared file/folder networking.
At least 2 years of experience supporting both Microsoft and Mac operating systems.
Experience creating and installing Microsoft Office macros.
Enterprise-level antivirus experience.
Enterprise-level VPN experience.
Experience with multiple technologies, including operating systems, wireless networks, security software, imaging software, and databases.
Experience building and troubleshooting PC hardware.

Nice To Haves

At least 4 years of enterprise Help Desk escalation support is preferred.

Responsibilities

Resolve complex user hardware, software, identity, access, Microsoft 365, endpoint, and network issues, escalating when appropriate while owning issues through resolution.
Serve as the primary escalation point for Level 1 and Level 2 Help Desk issues, and guide, coach, and provide technical direction to junior team members.
Log, update, and track support requests, documenting troubleshooting, communications, escalations, and resolutions.
Administer and support Microsoft 365 services, including Exchange Online, Teams, OneDrive, SharePoint, calendars, mobile email, and mailbox permissions.
Troubleshoot email delivery and mail-flow issues using message trace, Outlook diagnostics, transport-rule reviews, permission validation, and applicable DNS analysis.
Administer Active Directory and Microsoft Entra ID identity and access processes, including provisioning, deprovisioning, group membership, licensing, MFA, Conditional Access, SSO, password resets, and hybrid identity synchronization.
Deploy, configure, image, reimage, troubleshoot, and lifecycle-manage desktops, laptops, mobile devices, and peripherals using approved endpoint management and provisioning tools.
Troubleshoot device enrollment, compliance, Defender health, Windows Update, Autopilot ESP, hybrid join, profile corruption, performance, and remote-management issues.
Support Windows, macOS, iOS, and Android devices in corporate, remote, and office environments through direct, remote, and hands-on deskside support.
Maintain IT asset and inventory records, including assignments, ownership, stock, refresh planning, returns, retired assets, procurement coordination, and lifecycle activities.
Partner with cybersecurity, networking, infrastructure, vendors, and business stakeholders to resolve incidents, implement approved changes, and communicate about support requests and project work.
Analyze recurring incidents and identify ways to reduce repeat tickets through automation, process improvement, 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 executive meetings.
Research, test, and document patches, upgrades, service packs, device models, peripheral standards, and support tools before broad deployment.
Create and maintain operating procedures, troubleshooting runbooks, knowledge base articles, onboarding and offboarding procedures, asset-management workflows, and internal documentation.
Identify and implement approved automation using PowerShell, Power Automate, Microsoft Copilot, and other approved tools.
Perform physical support tasks such as setting up or rearranging conference rooms, assembling and configuring desks or workstations, moving equipment, managing peripherals, and pulling wires through ceilings as needed.
Promote a positive, accountable, customer-focused Help Desk environment through strong communication, professionalism, urgency, and follow-through.