Helpdesk Engineer

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: Helpdesk Engineer

Reports To: Helpdesk Supervisor

Department: Information Technology

Location: Westwood

Your Role:

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 skills in all areas of Helpdesk support including hardware, software, network connectivity, endpoint security, mobile devices, remote support, user training, and documentation.  

What Will You Do?

• Respond and troubleshoot support incidents via phone call, walk-up, and the ticketing system
• Maintain documentation for the knowledge base to be used as training and reference material for the helpdesk team to resolve issues
• 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
• 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 and installation specifications
• 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)
• Onboarding and offboarding of users
• Travel to other NKSFB office locations to provide onsite support
• Audio Visual setup, configuration, and troubleshooting for executive meetings in conference rooms
• Other related duties as assigned

What Do you Need to Succeed:

• Respond and troubleshoot support incidents via phone call, walk-up, and the ticketing system
• Maintain documentation for the knowledge base to be used as training and reference material for the helpdesk team to resolve issues
• 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
• 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 and installation specifications
• 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)
• Onboarding and offboarding of users
• Travel to other NKSFB office locations to provide onsite support
• Audio Visual setup, configuration, and troubleshooting for executive meetings in conference rooms
• Other related duties as assigned

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
• 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
• Familiar with remote support tools: Splashtop, GoToAssist, LogMeIn, Team Viewer
• 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 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 $60,000 - $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 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