AI-Driven Service Desk Engineer - Cloud & Security Support

RFA

New York (NY)

On-site

USD 65,000 - 90,000

Full time

14 days+

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Job summary

RFA is seeking a Service Desk Engineer to be the primary technical contact for a global client base, delivering high‑touch support across endpoint, cloud, security, and collaboration tools. You will resolve incidents, fulfill requests, and maintain documentation while supporting a diverse managed services portfolio.

The role emphasizes AI-assisted troubleshooting, cybersecurity best practices, and exceptional communication to thrive in a fast-paced MSP environment across Windows, macOS, iOS, and

Qualifications

Associate's or Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent professional experience.
2+ years in a Service Desk, Help Desk, Technical Support, or MSP environment.
Strong knowledge of Microsoft 365, Entra ID (Azure AD), Exchange Online, Intune, Teams, SharePoint Online, and Active Directory.

Responsibilities

Provide first and second-level technical support.
Resolve incidents and fulfill service requests.
Maintain accurate documentation and runbooks.
Support hybrid and remote workforce technologies including VPN and virtual desktops.
Meet SLA targets and customer satisfaction goals.

Skills

Microsoft 365

Entra ID/Azure AD

Active Directory

Customer service

Troubleshooting

Automation tools

AI-assisted support

Education

Associate's or Bachelor's degree in IT or related field

Tools

ConnectWise

ServiceNow

HaloPSA

Autotask

Job description

The role emphasizes AI-assisted troubleshooting, cybersecurity best practices, and exceptional communication to thrive in a fast-paced MSP environment across Windows, macOS, iOS, and

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