IT Support Engineer

Description:

As a Service Support Engineer, you are a trusted technical partner and frontline problem-solver, providing high-quality IT support across all Houlihan Lokey applications, operating systems, and hardware. Your expertise in user support, troubleshooting, and service management enables you to resolve issues efficiently and ensure seamless day-to-day operations for employees at every level. Whether assisting users in person, over the phone, or remotely, you deliver a consistent, reliable support experience that strengthens productivity and minimizes downtime.

In this role, you will be based in the Minneapolis office and serve as a key support resource for all HL locations. You will focus primarily on general IT service desk functions—responding to incidents and requests, maintaining system readiness, and helping drive operational excellence across our global environment. Through strong technical knowledge, clear communication, and a commitment to service quality, you help ensure our technology ecosystem remains stable, secure, and responsive to business needs.

Responsibilities:

• Install, configure, and support hardware including Microsoft laptops, tables, Dell workstations, Lenovo laptops, HP and Canon printers, networked copiers, Mobile devices (including but not limited to iOS and Android), LC projectors, Bloomberg Terminals, Wireless cards (WWAN & Wi-Fi), MS Teams Phones, Audio-Video Conference units, and other computer and network peripherals.

• Install and configure operating systems and application software including standard Houlihan Lokey software such as Windows OS, Microsoft Office Suite, Microsoft Outlook in the Exchange Hosted environment (O365), MS Teams, MS AVD (Azure Virtual Desktop), Netskope, Adobe products, and various financial information software, as well as special non-standard applications and custom applications explicitly created for Houlihan Lokey.

• Provide general user support on all installed Houlihan Lokey applications, operating systems, and hardware, both in person and over the phone, particularly in the Minneapolis/US regions and Global offices.

• Manage IT resources, including workstations, laptops, projectors, and their inventory.

• Carry out Windows OS and Windows Servers network administration, including creating and administering user accounts; and creating, administering, and troubleshooting network print devices, including network-attached multi-function printers (MFPs).

• Understand the function, configuration, and administration of Microsoft Windows Servers, including their peripheral devices such as backup systems, print queues, and data shares.

• Provide support for VM infrastructure using vSphere and NetApp.

• Provide support to remote users on connectivity issues arising from the use of Microsoft AVD and Netskope clients. Utilize the Bomgar application for remote support.

• Participate in regular staff meetings with other IT personnel and communicate any issues that concern other department members.

• Carry an emergency pager providing after-hours support to the entire firm for one week in rotation with other IT staff members. Approximately once a week, every three months.

• Maintain the local area network for the Minneapolis office, including Cisco, Dell, Netskope, storage appliance(s), APC/UPS & other equipment used in the ongoing network operations.

• Monitor & troubleshoot the wide-area network connection between the Houlihan Lokey offices. Work with

• Internet Service Providers and other vendors to maintain the data communication lines.

• Provide local hands-on assistance with the administration and the MS Teams phones, including installing new phones, performing software updates, and moving existing phones as needed.

• Act as the local contact for all technical-based vendors. Coordinate upgrades and maintenance required by 3rd party vendors to keep systems running and up-to-date.

• Assist in network implementations and the administration of other HL offices.

• Travel to other regional offices for technical support/office expansions as required.

• Other duties may be assigned as needed by the manager.

Soft Skills:

• Ability to deliver empathetic, people-first service that makes customers feel heard, respected, and valued.

• Talent for creating personal moments that turn routine interactions into memorable experiences.

• Strong communication skills that balance accuracy with hospitality and approachability.

• Solutions-focused mindset with a willingness to go above and beyond to create a positive customer outcome.

• High emotional intelligence with the ability to remain calm, positive, and thoughtful in challenging situations.

• Hospitality-focused presence that consistently creates a welcoming environment for customers.

• Strong sense of ownership for the customer experience, with a commitment to continuous improvement.

• Collaborative mindset with the ability to champion the customer while supporting team and organizational goals.

• Learning-oriented mindset driven by curiosity, growth, and a passion for service.

• High degree of professionalism and dependability, with a commitment to upholding the organization’s mission and values.

Basic Qualifications:

• Bachelor's degree (B.A./B.S.) from a four-year college or university in a related discipline; plus six or more years directly related work experience and/or training; or an equivalent combination of education and experience.

• The employee must have a thorough understanding and hands-on knowledge of hardware and software installation and problem resolution.

• Carry out duties with a minimum of direction and supervision and be able to perform each essential task satisfactorily.

• Strong communications skills.

Preferred Qualifications:

• Previous work experience in a financial institution environment is highly desirable.

• Possess strong analytical skills and the ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization may exist.

• Possess the ability to interpret various instructions furnished in written, oral, diagram, and or schedule form.

Physical Demand:

The physical demands outlined below are representative of those required to successfully perform the essential functions of this position.

• While performing job duties, the employee is regularly required to use hands and fingers for handling or feeling, as well as to talk and hear.

• The employee frequently stands, walks, and sits.

• The employee must be able to regularly lift and/or move up to 50 pounds.

• This position requires specific vision abilities, including close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

About the Team

We believe that as we grow individually, we also grow as an Information Technology team, allowing us to contribute to the overall growth of Houlihan Lokey. We embrace challenges and try new things, always looking for ways to improve. We deliver technology products and services enabled everywhere, so business can happen anywhere. We like where we work, who we work with, and what we do. We cultivate a culture where we all thrive