Senior Help Desk Engineer

Overview

As the Senior Help Desk Engineer, you will report to the Associate Manager, Help Desk. You will provide advanced technical support to internal employees and leaders in the financial services industry across the country. You will serve as a senior escalation point for complex issues across Microsoft 365, identity, endpoint management, network connectivity, hardware, conference room technology, and user access. You will be expected to provide first-class support, own escalations through resolution, mentor junior team members, and identify opportunities to improve operational efficiency, documentation, automation, and the overall support experience.

• 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, One Drive, 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 , 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 Power Shell, 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.

• Microsoft technologies:
• Microsoft 365 administration
• Exchange Online
• Microsoft Teams administration and support
• SharePoint and One Drive support
• Microsoft Defender and endpoint health troubleshooting
• Identity and access:
• MFA and Conditional Access support
• Group membership and permissions troubleshooting
• Endpoint and device management:
• Windows 11 and macOS support
• Endpoint imaging, reimaging, and provisioning
• Device compliance, patching, and remediation
• Hardware diagnostics and PC/laptop troubleshooting
• Networking and collaboration:
• DNS, DHCP,…