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

** Service Desk Engineer**

The Service Desk Engineer serves as the primary technical point of contact for RFA's global client base, delivering exceptional white-glove support across endpoint, cloud, security, and collaboration technologies. This role is responsible for providing first and second-level technical support, resolving incidents, fulfilling service requests, and maintaining high levels of customer satisfaction while supporting a diverse portfolio of managed IT services.

The Service Desk Engineer utilizes modern troubleshooting methodologies, automation tools, AI-assisted support platforms, and cybersecurity best practices to efficiently resolve issues and improve the client experience. Successful candidates demonstrate strong technical aptitude, exceptional communication skills, a customer-first mindset, and the ability to thrive in a fast-paced Managed Service Provider (MSP) environment.

Responsibilities

• Utilize AI-enabled support tools and knowledge platforms 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, mobile device management (MDM), and device compliance monitoring.

• Respond to security-related incidents including phishing reports, compromised accounts, malware alerts, and suspicious user activity.

• Maintain accurate documentation, knowledge base articles, standard operating procedures, and technical runbooks.

• Monitor service queues and proactively identify trends, recurring issues, and opportunities for automation.

• Participate in onboarding and offboarding processes including provisioning, deprovisioning, access reviews, and asset management.

• Support hybrid and remote workforce technologies including VPN, virtual desktops, collaboration platforms, and cloud applications.

• Meet established service metrics including SLA attainment, ticket quality, first-contact resolution, and customer satisfaction goals.

• Participate in after-hours support, escalation rotations, and major incident response activities as required.

• All other responsibilities delegated by the Management team.

• May be asked to provide on-site technical support to system users by troubleshooting issues and working directly with vendors to resolve major hardware and software problems.

Qualifications

• Associate's or Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent professional experience.
• 2+ years of experience in a Service Desk, Help Desk, Technical Support, or Managed Services 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 platforms.
• Working knowledge of cybersecurity concepts including MFA, Conditional Access, endpoint protection, phishing prevention, and identity management.
• Familiarity with Azure, AWS, virtual desktop infrastructure (VDI), and SaaS application administration.
• Experience with ITSM platforms such as ConnectWise, ServiceNow, HaloPSA, Autotask, or similar systems.
• Knowledge of ITIL service management principles.
• Strong written and verbal communication skills with the ability to explain technical concepts to non-technical users.
• Preferred Certifications: CompTIA A+, Network+, Security+, ITIL Foundation, Microsoft Fundamentals, AZ-900, or equivalent.
• Experience supporting financial services, hedge funds, legal firms, or highly regulated industries preferred

Preferred Qualifications & Development Potential

• Associate degree in Information Technology, Computer Science, or related field, or equivalent professional experience.
• 1-3 years of experience in a Service Desk, Help Desk, Technical Support, or Managed Services environment.
• Foundational IT certifications such as CompTIA A+, Network+, Security+, Microsoft Fundamentals , or equivalent coursework demonstrating core technical knowledge.
• Demonstrated hands-on technical experience through internships, help desk roles, school IT programs, volunteer IT work, home labs, or other practical troubleshooting environments.
• Exposure to scripting, automation, or technical problem-solving through coursework, personal projects, or professional experience.
• Basic familiarity with PowerShell, Python, batch scripting, or other automation tools preferred.
• Strong understanding of Microsoft Windows, Microsoft 365, Active Directory/Entra ID, endpoint management, and common business productivity applications.
• Excellent customer service, communication, documentation, and troubleshooting skills.
• Ability to learn new technologies quickly and adapt in a fast-paced MSP environment.

Nice-to-Have Qualifications

• Experience supporting Microsoft 365, Entra ID, Intune, Azure, AWS, or similar cloud platforms.
• Experience with ITSM/ticketing systems such as ConnectWise, HaloPSA, Autotask, or ServiceNow.
• Knowledge of cybersecurity fundamentals including MFA, endpoint security, phishing awareness, and identity management.
• ITIL Foundation, Microsoft, CompTIA, or cloud certifications.
• Experience supporting financial services, legal, healthcare, or other regulated industries.

AI Competencies

• Demonstrates familiarity with AI-powered productivity tools such as Microsoft Copilot, ChatGPT, or approved company AI platforms.
• Uses AI tools to assist with troubleshooting, documentation, knowledge searches, and drafting communications while validating accuracy.
• Understands basic AI concepts, limitations, risks, and data privacy requirements.
• Follows company policies regarding the secure and responsible use of AI technologies.
• Leverages AI-generated recommendations to improve ticket resolution efficiency and customer service quality.
• Demonstrates curiosity and willingness to learn emerging AI technologies relevant to IT support.