Senior Helpdesk Engineer

Job Title: Senior Helpdesk Engineer

Department: Information Technology
Location: Westwood (ONSITE)
Reports To: Helpdesk Supervisor

Your Role:

The Senior Helpdesk Engineer serves as a technical escalation point for the Helpdesk team diagnosing researching documenting and resolving complex IT issues while also providing frontline support. This role is instrumental in delivering worldclass IT support and hightouch VIP service to key stakeholders ensuring a seamless technology experience across the firm. Collaboration is key as this position works closely with internal teams departments and vendors to drive efficient issue resolution and uphold the highest standards of service excellence. Success in this role requires deep expertise across all facets of Helpdesk support including hardware software endpoint security troubleshooting and network connectivity as well as a commitment to proactive problemsolving and exceptional user experience. The ideal candidate thrives in a fastpaced environment demonstrates adaptability and is dedicated to providing outstanding support to both VIPs and all firm users.

What will you do

• Serve as the main technical escalation point for the helpdesk team resolving complex technical issues.
• Maintain documentation for the knowledge base to be used as training material for the helpdesk team.
• Record requests incidents and status information using the firms ticketing system; proactively maintain communication with callers through analysis and resolution processes keeping them informed of the status to meet SLAs.
• Provide executive support.
• Setup and support for conference room meetings including AV equipment and video conferencing systems.
• Mentor train and assist helpdesk team members in troubleshooting and problemsolving.
• Provide oncall support as part of a team rotation to support the business after hours and on weekends.
• Install configure perform repairs to hardware software and peripheral equipment following design or installation specifications.
• Microsoft Active Directory and Office 365 account administration and configuration.
• MDM configuration and support using AirWatch.
• Endpoint Protection configuration and troubleshooting.
• Involvement in various internal IT project work.
• Other related duties as assigned.

What Do you Need to Succeed:

• Working knowledge (ie: administration) of MSWindows workstations Active Directory Microsoft Configuration Manager and servers.
• Working knowledge of Office 365 and its related applications: Outlook Teams Excel Word PowerPoint etc.
• Experience with Adobe Print Servers RingCentral Teams/Zoom Networking fundamentals (VPN LAN/WAN Wireless DHCP) and Apple mobile devices such as iPhones and iPads.
• Familiarity with ticketing systems: SolarWinds Service Desk Trackit Jira ServiceNow.
• Superior customer service skills.
• Strong oral and written communication skills.
• Strong sense of urgency.
• Exceptional organizational skills.
• Ability to prioritize tasks.
• Strong time management skills.
• Familiar with remote support tools: Splashtop GoToAssist LogMeIn Team Viewer.
• Ability to remain calm under pressure.

Educational Requirements and Certifications:

• A minimum of 3 years of Helpdesk experience preferred
• Certifications (Preferred but not required): A Network Security ITIL

Physical Demands and Work Environment:

• Occasional standing walking crouching and lifting to 15 pounds.
• Frequent use of hands and reaching with hands and arms.
• Regular talking hearing seeing and sitting.
• Moderate to loud noise level.
• Risk of electrical shock.

Salary Range:The salary range for this role is $65000 $95000 and represents the firms good faith and reasonable estimate of the range of possible compensation at the time of posting. Actual compensation will be dependent upon a number of factors including but not limited to the candidates relevant experience qualifications and location.

What We Offer:NKSFB offers a great variety of benefits and perks to our employees. Some of these include:

• Medical Dental and Vision coverage
• Flexible Spending Account
• Basic Life and AD&D
• Voluntary Life and AD&D
• Long Term Disability
• Voluntary Critical Illness and Cancer Hospital Indemnity and Accident Coverage
• Genetic Screening and Cancer Support
• Pet Insurance
• Accrue 15PTO days annually
• 401k Match and Profit Sharing Plan
• 10 Paid Holidays and 1 Floating Holiday

The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties tasks and responsibilities. Employees may also perform other duties as assigned.

NKSFB LLCis an Equal Opportunity Employer and is committed to diversity and inclusion. If youre a qualified candidate with a disability and you need a reasonable accommodation in order to apply for this position please contact us at.

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