Senior IT Service Desk Engineer: AI-Driven End-User Support

Redwood Trust, Inc.; Irvine, Northern (CA, KY); Hybrid; USD 100,000 - 130,000; Full time

Job summary

Redwood Trust, Inc. in Irvine, CA seeks a Sr. Service Desk Engineer to be the primary internal technology support contact, resolving issues across Windows, macOS, and mobile devices.

You will handle first- and second-level support, incidents, onboarding/offboarding, and collaborate with IT teams to ensure reliable and secure services.

Required: 5+ years in service desk roles, Microsoft 365 and Intune experience, IAM concepts, and ITSM knowledge; strong customer service.

Qualifications

• 5+ years of end-user support in Windows and macOS.
• Excellent customer service in a professional environment.
• Experience with Microsoft 365, Entra ID, Teams, Outlook, SharePoint, OneDrive.
• Experience with Intune or endpoint management.
• Experience on iOS and Android devices.
• Understanding of IAM concepts and security best practices.
• Familiarity with Jira Service Management, VMware, Salesforce/Workday/Concur.
• ITIL/ITSM knowledge.
• Strong communication and troubleshooting skills.

Responsibilities

• Serve as primary contact for internal tech support via phone, email, chat, and in person.
• Troubleshoot hardware, software, network, printing, remote access, and app issues for onsite and remote staff.
• Manage user access requests, password resets, provisioning, and deprovisioning per security policy.
• Configure and support Windows/macOS workstations, mobile devices, and collaboration tools.
• Support Microsoft 365 services including Outlook, Teams, SharePoint, OneDrive.
• Maintain incident tickets in ITSM platform and meet service levels.
• Escalate complex issues to appropriate teams and coordinate resolutions.
• Assist with onboarding/offboarding and asset provisioning.
• Document knowledge base and SOPs; participate in IT projects.

Skills

End-user support

Customer service

Communication skills

Problem solving

Independent worker

Tools

Microsoft Intune

Endpoint Manager

Autopilot

Group Policy

PowerShell

Jira Service Management

VMware

Salesforce

Workday

Concur

Job description

Redwood Trust, Inc. in Irvine, CA seeks a Sr. Service Desk Engineer to be the primary internal technology support contact, resolving issues across Windows, macOS, and mobile devices.

You will handle first- and second-level support, incidents, onboarding/offboarding, and collaborate with IT teams to ensure reliable and secure services.

Required: 5+ years in service desk roles, Microsoft 365 and Intune experience, IAM concepts, and ITSM knowledge; strong customer service.