Support Engineer, IT

Business Unit:

Information Technology

Industry:

No Industry

Overview

Houlihan Lokey, Inc. (NYSE:

HLI) is a leading global investment bank recognized for delivering independent strategic and financial advice to corporations, financial sponsors, and governments. With uniquely deep industry expertise, broad international reach, and a partnership approach rooted in trust, the firm provides innovative, integrated solutions across mergers and acquisitions, capital solutions, financial restructuring, and financial and valuation advisory. Our unmatched transaction volumes provide differentiated, data-driven perspectives that help our clients achieve their most critical goals.

To learn more about Houlihan Lokey, please visit

Scope:

As a Service Support Engineer, you are a trusted technical partner and frontline problem-solver, providing high-quality IT support across all Houlihan Lokey applications, operating systems, and hardware. Your expertise in user support, troubleshooting, and service management enables you to resolve issues efficiently and ensure seamless day-to-day operations for employees at every level. Whether assisting users in person, over the phone, or remotely, you deliver a consistent, reliable support experience that strengthens productivity and minimizes downtime.

In this role, you will be based in the Dallas office and serve as a key support resource for all HL locations. You will focus primarily on general IT service desk functions-responding to incidents and requests, maintaining system readiness, and helping drive operational excellence across our global environment. Through strong technical knowledge, clear communication, and a commitment to service quality, you help ensure our technology ecosystem remains stable, secure, and responsive to business needs.

Responsibilities:

* Deliver best-in-class IT support to Houlihan Lokey colleagues, providing a consistent, high-quality, customer-focused experience with a strong local office presence and global alignment.

* Provide responsive support for incidents and service requests across hardware, software, and user access, both in person and remotely, minimizing disruption and improving productivity.

* Play an active role in Incident and Problem Management by identifying recurring issues, trends, and service impacts to help reduce repeat incidents and improve overall stability.

* Collaborate with Service Delivery and Engineering teams to perform root cause analysis (RCA), contribute to post-incident reviews, and support the delivery of long-term fixes and preventive solutions.

* Proactively monitor incident patterns and user feedback to identify systemic issues, maintain knowledge articles and known error records, and drive continuous service improvement.

* Build trusted relationships through professional, white-glove service by taking full ownership of issues and communicating clearly and empathetically throughout the resolution process.

* Install, configure, and support end-user hardware and peripherals, including laptops, workstations, mobile devices, printers, monitors, docking stations, and other accessories.

* Support core enterprise applications and platforms, including Windows OS, Microsoft 365, Exchange Online, Teams, AVD, VPN (Netskope), Adobe products, and firm-specific applications.

* Troubleshoot and resolve connectivity, remote access, and virtual environment issues, supporting users across office, remote, and mobile work environments.

* Provide hands-on Audio-Visual (AV) support for meetings, conferences, and client engagements, ensuring a seamless and professional experience.

* Perform basic Active Directory administration and manage hardware inventory and lifecycle processes, ensuring devices, access, and assets are properly maintained and controlled.

* Support office operations, projects, and vendor collaboration, including user moves, office changes, and contributions to ongoing improvements within the technology environment.

Soft Skills:

* Delivers empathetic, hospitality-focused support that makes customers feel heard, valued, and respected while creating positive and memorable experiences.

* Demonstrates strong communication skills,…