Senior Service Desk Engineer – End‑User IT (Hybrid)

Redwood Trust Inc; New York (NY); On-site; USD 100,000 - 130,000; Full time

Job summary

Redwood Trust, Inc. in New York, NY seeks a Service Desk Engineer to serve as the primary contact for internal technology support and deliver exceptional customer service while resolving technical issues across platforms and devices.

The role provides first- and second-level support, incident management, onboarding/offboarding, and collaboration with IT teams to ensure reliable services. A strong focus on security and process improvement is required.

Qualifications

• 5+ years of end-user support experience in Windows/macOS environments.
• Excellent customer service skills in a professional environment.
• Experience with Microsoft 365, Entra ID (Azure AD), Teams, Outlook, SharePoint, and OneDrive.

Responsibilities

• Serve as primary contact for internal technology support via phone, email, chat, and in person.
• Troubleshoot and resolve hardware, software, network, and application issues for onsite and remote staff.
• Manage user access requests, password resets, and account provisioning per security policies.
• Configure and support Windows/macOS workstations, mobile devices, and collaboration tools.

Skills

End-user support

Windows/macOS

Microsoft 365

Microsoft Intune

Azure Entra ID

ITIL/ITSM

Jira Service Management

Security best practices

Tools

Microsoft Intune

ServiceNow

Jira Service Management

Job description

Redwood Trust, Inc. in New York, NY seeks a Service Desk Engineer to serve as the primary contact for internal technology support and deliver exceptional customer service while resolving technical issues across platforms and devices.

The role provides first- and second-level support, incident management, onboarding/offboarding, and collaboration with IT teams to ensure reliable services. A strong focus on security and process improvement is required.