Senior Helpdesk Engineer

Job Description

Job Description

Position Title: Senior Helpdesk Engineer

Reports To: Helpdesk Supervisor

Department:Information Technology

Location:Encino

Summary:

In addition to providing typical Helpdesk support, the Senior Helpdesk Engineer is responsible for identifying, researching, documenting, and resolving complex technical issues escalated from within the Helpdesk team. This individual will also need to collaborate and communicate with various teams, departments, and vendors to resolve issues escalated from within the Helpdesk team. This position requires superior skills in all areas of Helpdesk support including hardware, software, endpoint security, helpdesk best practices, troubleshooting, and network connectivity.

Responsibilities:

• Serve as the main technical escalation point for the helpdesk team
• 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
• Train, assist, and coach help desk 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, 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 and Microsoft Intune
• Endpoint Protection configuration and troubleshooting
• Involvement in various internal IT project work
• Other related duties as

Other Skills:

• Working knowledge (ie: administration) of MS-Windows workstations and servers
• Working knowledge of Office 365 and Active Directory
• Experience with Microsoft Office, Networking fundamentals (VPN, LAN/WAN, Wireless)
• Familiarity with ticketing systems: Samanage, 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/ Experience:

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

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit; use hands to finger, handle, or feel; and reach with hands and arms. The employee is occasionally required to stand and walk and must occasionally lift and/or move up to 30 pounds.

The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of the specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

The job description does not constitute an employment agreement between the employer and the Employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

NKSFB is an Equal Opportunity Employer

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 Policyhere.http://www.nksfb.com/employee-privacy-policy/#3

Jobcode: Reference SBJ-d81y49-18-226-150-175-42 in your application.