NKSFB, LLC is the largest business management firm in the country, with more than 600 employees working from seven offices in the Los Angeles and New York City area. We work alongside the world’s top artists in music, film, and television, as well as athletes, executives, entrepreneurs, and other high achievers, offering a sophisticated range of concierge-style services to meet their lifestyle management needs.
Job Title: Senior Helpdesk Engineer
Reports To: Helpdesk Supervisor
Department: Information Technology
Your Role:
The Senior Helpdesk Engineer is responsible for identifying, researching, documenting, and resolving complex technical issues escalated from within the Helpdesk team. This individual will collaborate with other teams, departments, and vendors to resolve incidents and improve processes. This position requires advanced skills in all areas of Helpdesk support including hardware, software, endpoint security, troubleshooting, and network connectivity.
What will you do?
- Serve as the Level 3 technical escalation point for the helpdesk team
- Develop and maintain documentation for the knowledge base to be used as training material for the helpdesk team
- Act as the primary contact for executive support
- Record requests, incidents, and status information using the firm’s ticketing system, Solarwinds Service Desk
- Identify, analyze, and track trending support issues. Raise awareness of trending issues to the Supervisor
- Train, assist, and coach helpdesk team members on resolving technical problems
- Provide on-call support as part of a team rotation to support the business after hours and on weekends
- Install, configure, and perform repairs to hardware, software, and peripheral equipment, following design or installation specifications
- Microsoft Active Directory and Office 365 administration, configuration, and issue resolution
- MDM configuration and support using Air-Watch and Microsoft Intune
- Endpoint Protection configuration and troubleshooting
- Lead and participate in IT project assignments
- Other related duties as assigned
What Do you Need to Succeed:
- Working knowledge of Microsoft Windows workstations, servers, and Active Directory
- Working knowledge of Office 365 and its related applications: Outlook, Teams, Excel, Word, PowerPoint, etc.
- Experience with Networking fundamentals VPN, LAN/WAN, and Wireless.
- 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
Education and Experience Requirements:
- 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 regular lifting up to 15 pounds.
- Frequent use of hands and reaching with hands and arms.
- Regularly talking, hearing, seeing, and sitting.
- Low to 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 classifications 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