IT Helpdesk Engineer

Summary:

The Helpdesk Engineer will assist in daily helpdesk support requests. You will collaborate with the internal helpdesk team, cross-functional departments, and external vendors to troubleshoot and resolve issues. This position requires a flexible schedule, including occasional after-hours or weekend support as needed. The ideal candidate is experienced across hardware, software, networking, endpoint security, mobile devices, remote support, user training, and documentation.

Responsibilities:

• Respond and troubleshoot support incidents via phone call, walk-up request, and the ticketing system
• Create and maintain documentation for the internal knowledge base
• Record requests, incidents, and status information to meet SLAs using the firm’s ticketing system
• Ensure excellent customer service by proactively communicating with users and resolving support tickets according to SLAs
• Participate in an on-call rotation for after-hours and weekend support.
• Install, configure, and repair hardware, software, and peripherals following technical standards
• Microsoft Active Directory and Office 365 account administration and configuration
• Endpoint Protection configuration and troubleshooting
• Involvement in various IT project work
• Provide IT support to executive staff
• Configure and troubleshoot mobile devices (iPhones and iPads)
• Visit other NKSFB offices, like Manhattan, for on-site support as needed.
• Support audio/visual setup and troubleshooting for executive meetings
• Ability to adjust schedule based on business needs, including variable shift times
• Perform other related duties as assigned.

Other Skills:

• Working administrative knowledge of MS Windows operating systems (workstations & servers)
• Working knowledge of Office 365 and Active Directory
• Experience with Microsoft Office Suite and networking fundamentals (VPN, LAN/WAN, wireless)
• Familiarity with ticketing systems such as ServiceDesk, Track-It, Jira, or ServiceNow
• Customer-centric approach with a commitment to ensuring user satisfaction
• Strong oral and written communication skills
• Strong sense of urgency
• Detail-oriented and organized with a focus on delivering high-quality support
• Analytical mindset with the ability to diagnose and solve technical issues.
• Ability to multi-task and adapt to changes quickly
• Experience with remote support tools (e.g., Splashtop, GoToAssist, LogMeIn, TeamViewer)
• Ability to remain calm under pressure

Education / Experience:

• A minimum of 2 years of 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.

Salary Range: The salary range for this role is $65,000-$75,000 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 (Add in about of days per job title) 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.