What are the responsibilities and job description for the Senior Helpdesk Engineer position at NKSFB?
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 world-class IT support and high-touch 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 problem-solving and exceptional user experience. The ideal candidate thrives in a fast-paced 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 firm’s ticketing system; proactively maintain communication with callers through analysis and resolution processes keeping them informed of the status to meet SLA’s.
- 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 problem-solving.
- Provide on-call 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 Air-Watch.
- 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 MS-Windows 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, Track-it, 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 $65,000 - $95,000 and represents the firm’s 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 candidate’s 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 15 PTO 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, LLC is an Equal Opportunity Employer and is committed to diversity and inclusion. If you’re a qualified candidate with a disability and you need a reasonable accommodation in order to apply for this position, please contact us at staffing@nksfb.com.
We collect your personal information when you apply for employment at NKSFB, LLC. To learn more about our data privacy practices, please view our Employee Privacy Policy.
Salary : $65,000 - $95,000
