Senior Help Desk Engineer

Kestra Holdings offers industry-leading wealth management platforms for independent wealth management professionals nationwide. Kestra is dedicated to empowering independent financial professionals—including traditional and hybrid RIAs—to grow their businesses and deliver exceptional client service. We combine advanced business management technology with personalized consulting to provide unmatched scale, efficiency, and support. Our advisor-focused culture is built on innovation and advocacy, enabling advisors to offer comprehensive securities and investment advisory solutions to their clients. 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 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. 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. Internal Application Policy: Internal applicants must be in good standing and have a minimum of 1 year of service with Kestra. Internal applicants must also have a minimum of 1 year service in current role unless approved by EVP. Benefits to support you: Competitive pay and benefits with a large employer (over 1600 employees nationwide) 401(k), health insurance, and a competitive benefits package Work in a supportive, collaborative environment committed to professional excellence Help clients navigate meaningful financial decisions with confidence Opportunities for training, development, and long-term growth within the firm Tuition reimbursement for qualified expenses Kestra Values: Our Mission is Powering Financial Independence, enabling the growth and success of investing clients and the advisors who serve them. We do that by living our values: Serve, Make it Happen, and One team. Explore Life at Kestra Kestra Holdings Website: Careers Portal: LinkedIn: Disclosure By applying to a job at Kestra Financial, Inc., you are agreeing to the following statements: You acknowledge that if hired, Kestra Financial, Inc. may, obtain and use background information concerning your credit, character, general reputation, personal characteristics, work habits, performance and experience for evaluation for your potential employment. It is the policy of Kestra Financial to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, sex, sexual orientation, gender, identity or expression, age, disability, marital status, citizenship, national origin, genetic information, or any other characteristic protected by law. Kestra Financial prohibits any such discrimination or harassment. #J-18808-Ljbffr Kestra Financial