Senior Help Desk Engineer

Help Desk It Support 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.

As the Help Desk IT Support Engineer, you will report to manager of the Help Desk. You will provide support to internal 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:

• 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,…