Senior Help Desk Engineer

Kestra • Austin, TX

2d

About The Position

Kestra Holdings provides wealth management platforms and support to independent financial professionals nationwide. The Senior Help Desk Engineer provides technical support to internal employees and leaders across the country and reports to the Manager of the Help Desk. The role serves as a primary contact for technical assistance by phone, email, and in person, and provides first-class support and solutions that help maintain a productive operating environment.

The position handles complex hardware, software, identity, access, Microsoft 365, endpoint, and network issues; serves as an escalation point for Level 1 and Level 2 support; administers Microsoft 365 and Active Directory/Microsoft Entra ID services; and supports device deployment and lifecycle management across Windows, macOS, iOS, and Android. The role also maintains IT asset records, supports collaboration and conference room technology, documents procedures, investigates recurring incidents, and identifies approved automation and process improvements. It includes physical support tasks such as setting up rooms and workstations, moving equipment, and pulling wires through ceilings as needed.

Requirements

• Bachelor's degree or applicable experience; equivalent certifications or education are also accepted.
• 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 files/folders 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

• Four or more years of enterprise Help Desk escalation support is preferred.

Responsibilities

• Handle complex user hardware, software, identity, access, Microsoft 365, endpoint, and network issues; escalate when appropriate while maintaining ownership 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, mailboxes, groups, permissions, and mobile email configuration.
• Troubleshoot email delivery and mail-flow issues using message trace, Outlook diagnostics, transport-rule review, permission validation, and DNS analysis including SPF, DKIM, and DMARC where applicable.
• Administer identity and access processes in Active Directory and Microsoft Entra ID, including provisioning, deprovisioning, group membership, licensing, MFA, Conditional Access, SSO, password resets, account lockouts, 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, endpoint 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 levels, refresh planning, returned and retired equipment, 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.
• Conduct root cause analysis of recurring incidents and identify ways to reduce repeat tickets through automation, process improvement, documentation, training, or remediation.
• Support conference room and collaboration technologies, including 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/offboarding procedures, asset workflows, and internal documentation.
• Identify and implement approved automation opportunities using PowerShell, Power Automate, Microsoft Copilot, and other approved tools.
• Perform physical support tasks such as arranging 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 with strong communication, professionalism, urgency, and follow-through.

Benefits

• Competitive pay and benefits package.
• 401(k).
• Health insurance.
• Supportive, collaborative environment committed to professional excellence.
• Training, development, and long-term growth opportunities within the firm.
• Tuition reimbursement for qualified expenses.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior