Service Desk Engineer – End-User IT & AI Enablement

Redwood Trust, Inc.; New York (NY); Hybride; USD 100 000 - 130 000; Plein temps

Avantages offerts par ce poste

Discretionary bonus program

Health plans

STD/LTD options

Life insurance

Fitness reimbursement

Paid parental leave

Paid time off

401K matching

Résumé du poste

Redwood Trust, Inc. is seeking a Service Desk Engineer in New York to act as the primary contact for internal technology support, resolving issues across Windows/macOS, mobile devices, and collaboration tools.

The role emphasizes customer service, incident handling, onboarding, and proactive problem solving. The engineer will support Microsoft 365, Entra ID, Teams, SharePoint, and OneDrive, manage Intune enrollment, and assist with A/V systems and office tech.

Qualifications

• 5+ years of experience providing end-user support in Windows and macOS environments.
• Excellent customer service skills with experience supporting business users in a professional environment.
• Demonstrated experience supporting Microsoft 365, Entra ID (Azure AD), Teams, Outlook, SharePoint, and OneDrive.
• Experience with Microsoft Intune or other endpoint management platforms.
• Experience supporting both Apple iOS and Android mobile devices.
• Working knowledge of identity and access management concepts, account provisioning, and security best practices.
• Experience with Jira Service Management, VMware, and enterprise SaaS applications such as Salesforce, Workday, and Concur is preferred.
• Knowledge of ITIL and IT Service Management (ITSM) concepts.
• Excellent communication, analytical, organizational, and troubleshooting skills.
• Ability to prioritize workload effectively and work independently in a fast-paced environment.

Responsabilités

• Serve as the primary point of contact for internal technology support via phone, email, chat, and in person.
• Troubleshoot and resolve hardware, software, network, printing, remote access, and application issues for onsite and remote employees.
• Support and administer user access requests, password resets, account provisioning, and deprovisioning per security policies.
• Configure, deploy, maintain, and troubleshoot Windows and macOS workstations, mobile devices, peripherals, and collaboration tools.
• Manage mobile device enrollment and support through Microsoft Intune and other endpoint management platforms.
• Provide support for Microsoft 365 services including Outlook, Teams, SharePoint, OneDrive, and related tools.
• Support conference room tech and A/V systems, including Teams Rooms and related equipment.
• Document, track, prioritize, and resolve incidents and service requests using ITSM platform, meeting SLAs.
• Escalate complex issues to infrastructure, security, or vendor teams and coordinate resolution.
• Assist with onboarding/offboarding, workstation setup, software deployment, and asset recovery.
• Collaborate with cybersecurity and infrastructure teams to remediate endpoint vulnerabilities and policy issues.
• Create and maintain technical documentation and SOPs.
• Identify recurring issues and participate in root-cause analysis and service improvements.
• Participate in technology rollouts, system upgrades, and IT projects.
• Maintain focus on customer satisfaction and proactive communication.

Connaissances

End-user support

Customer service

Microsoft 365

Intune

Entra ID / Azure AD

Teams / SharePoint / OneDrive

Mobile device management

PowerShell

ITIL / ITSM

Jira Service Management

VMware

Security awareness

Communication

Outils

Microsoft Intune

PowerShell

Microsoft 365

Jira Service Management

VMware

Salesforce

Workday

Concur

Description du poste

Redwood Trust, Inc. is seeking a Service Desk Engineer in New York to act as the primary contact for internal technology support, resolving issues across Windows/macOS, mobile devices, and collaboration tools.

The role emphasizes customer service, incident handling, onboarding, and proactive problem solving. The engineer will support Microsoft 365, Entra ID, Teams, SharePoint, and OneDrive, manage Intune enrollment, and assist with A/V systems and office tech.