> Markdown version of [/jobs/ext/1338031-senior-help-desk-engineer](https://www.wearedevelopers.com/jobs/ext/1338031-senior-help-desk-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior Help Desk Engineer - **Company:** Kestra Financial - **Location:** Tempe, AZ, United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Android Software Development, Antivirus Softwares, Apple IOS, Apple Mac Systems, Microsoft Online Services, Microsoft Outlook, Databases, Desktop Computing, Domainkeys Identified Mail, Domain-Based Message Authentication Reporting and Conformance (DMARC), Domain Name System (DNS), Graphics Software, Virtual Private Networks (VPN), Microsoft Office, Windows PowerShell, Azure Active Directory, Security Software, Service Pack, Microsoft SharePoint, User Provisioning Software, Wireless Networks, Microsoft Deployment Toolkit, Macros, Microsoft Power Automate, Peripherals, Microsoft InTune, Microsoft Onedrive, Computer Equipment, Sender Policy Framework (SPF), Deployment Automation, Laptops, Hardware Infrastructure - **Published:** July 18, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=4d9937e4321a5bc0 ## About the Role * Bachelor's Degree or applicable experience * Active Directory management (2+ years) * Microsoft Deployment Tool imaging console (2+ years) * Hardware knowledge for Dell workstations/laptops (2+ years) * File manipulation, shared files/folders networking (2+ years) * Experience supporting both Microsoft and Mac operating systems (2+ years) * Experience with Microsoft Office Macros (creation and installation) * Or equivalent certifications/education * 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. Internal Application 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. ## Description As the Help Desk IT Support Engineer, you will report to manager of the Help Desk. You will provide support to internal our 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., * 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, OneDrive, 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 ID, 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, knowledge base articles, onboarding/offboarding procedures, asset-management workflows, and internal documentation to improve consistency and self-service support. * Identify and implement approved automation opportunities using PowerShell, Power Automate, Microsoft Copilot, and other approved tools to reduce manual support effort and improve service delivery. * Perform physical support tasks such as setting up and rearranging conference rooms, assembling and configuring desks or workstations, moving equipment, managing peripherals, or pulling wires through ceilings as needed. * Promote a positive, accountable, customer-focused Help Desk environment while maintaining strong communication, professionalism, urgency, and follow-through. ## Related Videos - [Crafting Custom Frameworks with Rust: A Deep Dive into Procedural Macros](https://www.wearedevelopers.com/videos/849-crafting-custom-frameworks-with-rust-a-deep-dive-into-procedural-macros) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [Xcode development redefAIned](https://www.wearedevelopers.com/videos/100195-xcode-development-redefained) - [Security Pitfalls for Software Engineers](https://www.wearedevelopers.com/videos/726-security-pitfalls-for-software-engineers) - [The Developer Workstation Blind Spot: Why Your Security Stack Can't See What Matters Most](https://www.wearedevelopers.com/videos/100254-the-developer-workstation-blind-spot-why-your-security-stack-can-t-see-what-matters-most) - [Modularity: Let's dig deeper](https://www.wearedevelopers.com/videos/1200-modularity-let-s-dig-deeper) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Where to Find Entry-Level Software Engineering Jobs](https://www.wearedevelopers.com/magazine/397-where-to-find-entry-level-software-engineering-jobs) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers)