Sr. Service Desk Engineer

Redwood Trust Inc•New York, NY

21h•$100,000 - $130,000

About The Position

We are seeking an experienced Service Desk Engineer to serve as the primary point of contact for internal technology support and is responsible for delivering exceptional customer service while resolving technical issues across a variety of platforms, devices, and applications. This role provides first- and second-level support for end users, manages incidents and service requests, assists with user onboarding and offboarding, supports endpoint and mobile device management, and collaborates with other IT teams to ensure reliable technology services. The Engineer plays a critical role in maintaining productivity across the organization through timely issue resolution, proactive communication, and continuous process improvement.

Requirements

5+ years of experience providing end-user support in Windows and macOS environments.
Excellent customer service skills with experience supporting business users in a professional environment.
Demonstrated experience supporting Microsoft 365, Entra ID (Azure AD), Teams, Outlook, SharePoint, and OneDrive.
Experience with Microsoft Intune or other endpoint management platforms.
Experience supporting both Apple iOS and Android mobile devices.
Working knowledge of identity and access management concepts, account provisioning, and security best practices.
Knowledge of ITIL and IT Service Management (ITSM) concepts.
Excellent communication, analytical, organizational, and troubleshooting skills.
Ability to prioritize workload effectively and work independently in a fast-paced environment.
Strong aptitude for learning new technologies and diagnosing complex software and hardware issues.
5+ years of experience in Service Desk, End User Computing (EUC), Desktop Engineering, or IT Infrastructure support roles within enterprise environments.
Demonstrated experience supporting and administering Microsoft 365, endpoint management solutions, identity platforms, and enterprise SaaS applications.
Experience troubleshooting and resolving complex user, devices, application, and access-related issues across hybrid on-premises and cloud environments.
Experience developing automation, self-service capabilities, and process improvements to improve service delivery and operational efficiency.
Microsoft Intune, Endpoint Manager, Autopilot, Group Policy, endpoint provisioning, software deployment, patch management, and device lifecycle management.
Windows 10/11 administration and troubleshooting; macOS support experience preferred.
Mobile device management (MDM) for iOS and Android devices.
Microsoft 365 administration including Exchange Online, Teams, SharePoint Online, OneDrive, and Microsoft Defender services.
Experience supporting Teams Rooms, conferencing systems, audio/visual equipment, and collaboration technologies.
Active Directory, Microsoft Entra ID (Azure AD), hybrid identity, Conditional Access, MFA, SSO, and user lifecycle management.
Experience managing access requests, role-based access controls (RBAC), and privileged access processes.
PowerShell scripting for administration, reporting, and automation.
Understanding of endpoint security technologies, device compliance policies, vulnerability remediation, and security best practices.
Experience supporting Microsoft Defender, email security, encryption, and identity security controls.
Working knowledge of networking fundamentals including TCP/IP, DNS, DHCP, VPN, wireless networks, routing, and firewall concepts.
Ability to troubleshoot connectivity issues and collaborate with network and infrastructure teams.
Experience using ITSM platforms such as Jira Service Management, ServiceNow, or similar ticketing systems.
Familiarity with monitoring tools, endpoint analytics, reporting platforms, and operational dashboards.
Understanding of backup, disaster recovery, and business continuity concepts.
Experience supporting enterprise SaaS applications such as Salesforce, Workday, Concur, Atlassian, Power BI, Microsoft Fabric, and similar business systems.
Ability to troubleshoot user access, integration, and application performance issues.
Exceptional customer service and user engagement skills with the ability to support employees at all organizational levels, including executives.
Strong communication, documentation, and knowledge-sharing abilities.
Proven analytical and problem-solving skills with a focus on root cause analysis.
Ability to prioritize competing requests while maintaining service levels in a fast-paced environment.
Strong collaboration skills with Infrastructure, Security, Application, and Business teams.
Continuous learning mindset with an interest in emerging technologies and process improvement.

Nice To Haves

Experience with Jira Service Management, VMware, and enterprise SaaS applications such as Salesforce, Workday, and Concur is preferred.
Experience supporting executive-level users and mission-critical business operations preferred.
Experience supporting AI-enabled productivity platforms, including Microsoft Copilot, ChatGPT Enterprise, or similar technologies, is a plus.
Knowledge of Microsoft Copilot and AI-enabled workplace productivity tools preferred.
Experience working with REST APIs, Microsoft Graph API, and automation platforms is preferred.
Microsoft Certified: Azure Fundamentals (AZ-900)
Microsoft Certified: Modern Desktop Administrator Associate
Microsoft 365 Certified: Endpoint Administrator Associate
ITIL Foundation Certification
Microsoft Certified: Identity and Access Administrator Associate
CompTIA A+ or Network+ (or equivalent experience)

Responsibilities

Serve as the primary point of contact for internal technology support, providing assistance via phone, email, chat, and in person.
Troubleshoot and resolve hardware, software, network, printing, remote access, and application-related issues for both onsite and remote employees.
Support and administer user access requests, password resets, account provisioning, and deprovisioning activities in accordance with company security policies.
Configure, deploy, maintain, and troubleshoot Windows and macOS workstations, mobile devices, peripherals, and collaboration technologies.
Manage mobile device enrollment and support through Microsoft Intune and other endpoint management platforms.
Provide support for Microsoft 365 services including Outlook, Teams, SharePoint, OneDrive, and related collaboration tools.
Support conference room technology and A/V systems, including cameras, microphones, displays, projectors, Microsoft Teams Rooms, and associated equipment.
Document, track, prioritize, and resolve incidents and service requests using the ITSM platform while meeting established service levels.
Escalate complex issues to infrastructure, security, engineering, or vendor support teams and coordinate resolution activities.
Assist with employee onboarding, workstation setup, software deployment, hardware provisioning, and technology orientation.
Support employee offboarding activities, ensuring timely removal of access and recovery of company assets.
Collaborate with cybersecurity and infrastructure teams to identify and remediate endpoint vulnerabilities, policy compliance issues, and security incidents.
Create and maintain technical documentation, knowledge base articles, and standard operating procedures.
Identify recurring issues, recommend sustainable solutions, and participate in root-cause analysis and service improvement initiatives.
Participate in technology rollouts, system upgrades, office moves, and other IT projects as assigned.
Maintain a strong focus on customer satisfaction through effective communication, follow-through, and professional service delivery.
Stay current with emerging technologies, software updates, and best practices related to end-user computing and IT support.