AI-Enhanced Service Desk Engineer

RFA; United States; Hybrid; USD 70,000 - 110,000; Full time

Job summary

RFA is seeking a Service Desk Engineer to be the primary technical contact for our global client base, delivering white-glove support across endpoint, cloud, security, and collaboration technologies. You will handle first/second-level support, resolve incidents, and maintain high customer satisfaction in a fast-paced MSP environment.

The role emphasizes IT security practices, documentation, and automation, with opportunities for on-site support and involvement in onboarding/offboarding processes.

Qualifications

• 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.
• Experience supporting Windows 11, macOS, iOS, and Android.
• Cybersecurity concepts: MFA, Conditional Access, endpoint protection, phishing prevention, identity management.
• Familiarity with Azure, AWS, VDI, and SaaS app administration.
• Experience with ITSM platforms such as ConnectWise, ServiceNow, HaloPSA, Autotask, or similar.
• Knowledge of ITIL service management principles.
• Strong written and verbal communication; able to explain technical concepts to non-technical users.
• Preferred certifications: CompTIA A+, Network+, Security+, ITIL Foundation, Microsoft Fundamentals, AZ-900.
• Experience in regulated industries preferred.

Responsibilities

• Utilize AI-enabled support tools to improve incident resolution times and service quality.
• Support Microsoft 365, Entra ID, Intune, Defender, Teams, SharePoint Online, and related cloud services.
• Assist with endpoint management, MDM, and device compliance monitoring.
• Respond to security incidents including phishing, compromised accounts, malware alerts, and suspicious activity.
• Maintain documentation, knowledge base, SOPs, and runbooks.
• Monitor service queues and identify trends and automation opportunities.
• Participate in onboarding and offboarding including provisioning and deprovisioning.
• Support hybrid and remote workforce tech: VPN, VDI, collaboration platforms, cloud apps.
• Meet SLA, ticket quality, FCR, and customer satisfaction metrics.
• Participate in after-hours support and major incident response as required.
• On-site support may be required; coordinate with vendors to resolve major issues.

Skills

Customer-focused mindset

Strong communication

Troubleshooting

Automation tools

AI-assisted support

Education

Associate's or Bachelor's degree in IT

Tools

Microsoft 365

Entra ID (Azure AD)

Intune

Defender

Teams

SharePoint Online

Active Directory

Azure

AWS

VDI

ITSM (ConnectWise/ServiceNow/HaloPSA/Autotask)

Job description

RFA is seeking a Service Desk Engineer to be the primary technical contact for our global client base, delivering white-glove support across endpoint, cloud, security, and collaboration technologies. You will handle first/second-level support, resolve incidents, and maintain high customer satisfaction in a fast-paced MSP environment.

The role emphasizes IT security practices, documentation, and automation, with opportunities for on-site support and involvement in onboarding/offboarding processes.