ABOUT US: Kestra Holdings offers industry-leading wealth management platforms for independent wealth management professionals nationwide. With an innovative culture that celebrates independence, the company seeks to redefine the future of the advisory industry through superior service, cutting-edge technology, and preeminent resources that every financial professional needs to succeed in the market now and in the years to come.
Kestra Holdings companies collectively oversee $123 billion in assets under administration (AUA) and support more than 2,400+ independent financial professionals across the country in delivering comprehensive securities, trust, and investment advisory services to their clients. Located in the "Silicon Hills" of Austin, Texas, Kestra Holdings offers an experience as unique as the city in which it operates.
As the Senior Help Desk Engineer, you will report to the Associate Manager, Help Desk. You will provide support to our internal employees and leaders in the financial services industry across the country. You will be the primary contact for 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 our teams.
RESPONSIBILITIES: - Handle and resolve intricate user hardware and software issues, escalating to relevant teams as needed.
- Follow established Help Desk operating procedures and refine processes that need enhancement.
- Accurately log and track all support requests using a sophisticated request tracking platform.
- Conduct thorough research and provide strategic recommendations for new software, solutions, and hardware.
- Test new devices before deployment to ensure proper functionality.
- Under the guidance of the supervisor, research, download, and test patches, upgrades, and service packs for all hardware and software.
- Test and document corporate projects as assigned by leadership with precision.
- Train new team members and staff to maintain high standards of support.
- Manage Microsoft 365 email hosting with expertise.
- Maintain and troubleshoot PC network connectivity to ensure maximum uptime.
SKILLS: - Proficient in softphone management and administration, including configuration, troubleshooting, and user support.
- Knowledge in managing Hybrid environments
- Knowledge in Managing Intune and Autopilot
- Familiarity with MDM policies
- General Understanding of a Network structure, design, and administration.
SUPERVISORY RESPONSIBILITIES: - Serving as the primary contact for escalated level 1 issues and providing guidance to junior team members.
EDUCATION AND EXPERIENCE: - Bachelor's degree or applicable experience
- Active Directory management (4+ years)
- Microsoft Entra ID management (4+ years)
- Intune management (4+ years)
- Experience in autopilot image processing (4+ years)
- File manipulation, shared files/folders networking (4+ years)
- Experience supporting both Microsoft and Mac operating systems (4+ years)
- Enterprise-level Antivirus experience
- Enterprise-level VPN experience
- Experience with multiple technologies, including operating systems, wireless networks, security software, imaging software, and databases.
- Experience with PC hardware build and troubleshooting.
CERTIFICATIONS: - CompTIA/Microsoft certification is beneficial
INTERNAL APPLICANT POLICY:
Internal applicants must be in good standing and have a minimum of 1 year of service with Kestra. Internal applicants must also have a minimum of 1 year service in current role unless approved by EVP.
BENEFITS:
Full health, vision, dental. 401(k) plans along with a host of voluntary plans such as car insurance, legal services and more.
DISCLOSURE
By applying to a job at Kestra Financial, Inc., you are agreeing to the following statements:
- You acknowledge that if hired, Kestra Financial, Inc. may, obtain and use background information concerning your credit, character, general reputation, personal characteristics, work habits, performance and experience for evaluation for your potential employment.
- It is the policy of Kestra Financial to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, sex, sexual orientation, gender, identity or expression, age, disability, marital status, citizenship, national origin, genetic information, or any other characteristic protected by law. Kestra Financial prohibits any such discrimination or harassment.
KESTRA VALUES: Our Mission is Powering Financial Independence, enabling the growth and success of investing clients and the advisors who serve them. We do that by living our values: SERVE, MAKE IT HAPPEN, and ONE TEAM.