Senior Helpdesk Engineer

Job Description

Salary: $65,000 - $95,000

NKSFB, LLC is the largest business management firm in the country, with more than 650 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.

Position Title: Senior Helpdesk Engineer

Reports To: Helpdesk Supervisor

Department: Information Technology

Location: Encino

Your Role:

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.

What Will You Do?

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

What Do you Need to Succeed:

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 3 years of Helpdesk experience preferred

Certifications (Preferred but not required): A+, Network +, Security +, ITIL

Physical Demands and Work Environment:

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

Moderate to loud noise level

Risk of electrical shock

Salary Range: The salary range for this role is $65,000 - $95,000 an hour 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 .

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