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About the Role

We are seeking an experienced Service Desk Engineer to serve as the primary point of contact for internal technology support, responsible for delivering exceptional customer service and resolving technical issues across various platforms, devices, and applications. This role provides first- and second-level support, manages incidents and service requests, assists with user onboarding/offboarding, supports endpoint and mobile device management, and collaborates with IT teams to ensure reliable technology services. The Engineer plays a critical role in maintaining organizational productivity through timely issue resolution, proactive communication, and continuous process improvement.

Responsibilities

Serve as the primary point of contact for internal technology support, providing assistance via phone, email, chat, and in person.
Troubleshoot and resolve hardware, software, network, printing, remote access, and application-related issues for both onsite and remote employees.
Support and administer user access requests, password resets, account provisioning, and deprovisioning activities in accordance with company security policies.
Configure, deploy, maintain, and troubleshoot Windows and macOS workstations, mobile devices, peripherals, and collaboration technologies.
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 collaboration tools.
Support conference room technology and A/V systems, including cameras, microphones, displays, projectors, Microsoft Teams Rooms, and associated equipment.
Document, track, prioritize, and resolve incidents and service requests using the ITSM platform while meeting established service levels.
Escalate complex issues to infrastructure, security, engineering, or vendor support teams and coordinate resolution activities.
Assist with employee onboarding, workstation setup, software deployment, hardware provisioning, and technology orientation.
Support employee offboarding activities, ensuring timely removal of access and recovery of company assets.
Collaborate with cybersecurity and infrastructure teams to identify and remediate endpoint vulnerabilities, policy compliance issues, and security incidents.
Create and maintain technical documentation, knowledge base articles, and standard operating procedures.
Identify recurring issues, recommend sustainable solutions, and participate in root-cause analysis and service improvement initiatives.
Participate in technology rollouts, system upgrades, office moves, and other IT projects as assigned.
Maintain a strong focus on customer satisfaction through effective communication, follow-through, and professional service delivery.
Stay current with emerging technologies, software updates, and best practices related to end-user computing and IT support.

Requirements

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.
Strong aptitude for learning new technologies and diagnosing complex software and hardware issues.
5+ years of experience in Service Desk, End User Computing (EUC), Desktop Engineering, or IT Infrastructure support roles within enterprise environments.
Demonstrated experience supporting and administering Microsoft 365, endpoint management solutions, identity platforms, and enterprise SaaS applications.
Experience troubleshooting and resolving complex user, devices, application, and access-related issues across hybrid on-premises and cloud environments.
Experience developing automation, self-service capabilities, and process improvements to improve service delivery and operational efficiency.
Experience supporting executive-level users and mission-critical business operations preferred.
Experience supporting AI-enabled productivity platforms, including Microsoft Copilot, ChatGPT Enterprise, or similar technologies, is a plus.

Skills

Microsoft Intune
Endpoint Manager
Autopilot
Group Policy
Endpoint provisioning
Software deployment
Patch management
Device lifecycle management
Windows 10/11 administration and troubleshooting
macOS support
Mobile device management (MDM) for iOS and Android devices
Microsoft 365 administration
Exchange Online
Teams
SharePoint Online
OneDrive
Microsoft Defender services
Teams Rooms support
Conferencing systems support
Audio/visual equipment support
Collaboration technologies support
Microsoft Copilot knowledge
AI-enabled workplace productivity tools knowledge
Active Directory
Microsoft Entra ID (Azure AD)
Hybrid identity
Conditional Access
MFA
SSO
User lifecycle management
Access request management
Role-based access controls (RBAC)
Privileged access processes
PowerShell scripting
REST APIs
Microsoft Graph API
Automation platforms
Endpoint security technologies
Device compliance policies
Vulnerability remediation
Security best practices
Microsoft Defender
Email security
Encryption
Identity security controls
Networking fundamentals
TCP/IP
DNS
DHCP
VPN
Wireless networks
Routing
Firewall concepts
Connectivity troubleshooting
ITSM platforms (Jira Service Management, ServiceNow)
Monitoring tools
Endpoint analytics
Reporting platforms
Operational dashboards
Backup concepts
Disaster recovery concepts
Business continuity concepts
Enterprise SaaS applications (Salesforce, Workday, Concur, Atlassian, Power BI, Microsoft Fabric)
User access troubleshooting
Integration troubleshooting
Application performance troubleshooting
Exceptional customer service
User engagement skills
Communication skills
Documentation skills
Knowledge-sharing abilities
Analytical skills
Problem-solving skills
Root cause analysis
Prioritization skills
Collaboration skills
Continuous learning mindset

Experience Level

5+ years of experience

Education Level

Microsoft Certified: Azure Fundamentals (AZ-900)
Microsoft Certified: Modern Desktop Administrator Associate
Microsoft 365 Certified: Endpoint Administrator Associate
ITIL Foundation Certification
Microsoft Certified: Identity and Access Administrator Associate
CompTIA A+ or Network+ (or equivalent experience)

Salary/Compensations

$100,000-$130,000

Benefits

Discretionary corporate bonus program
Multiple health plans
STD and LTD options
Company sponsored life insurance
Fitness reimbursement
Paid parental leave
Time to volunteer
Paid Time off
ESPP
401K matching

About the Company

Redwood Trust, Inc. (NYSE: RWT) is a specialty finance company focused on making credit sensitive investments in residential loans and other mortgage-related assets, with the goal of delivering a stable and growing stream of attractive earnings and dividends for our shareholders.
We also earn income through our residential mortgage banking activities.
Redwood Trust, Inc. was established in 1994, is internally managed, and structured as a real estate investment trust (REIT) for tax purposes.
Our employees are a team of disciplined, dedicated and talented professionals who do what it takes to make the Company a leader in innovation and reputation.
We value everyone's contribution, actively soliciting feedback at all levels within the organization.
Work gets done in a non-hierarchical, hard-working and fun environment.
For more information about our Company, please look up the Redwood Review, published quarterly, available on our website, www.redwoodtrust.com.

Equal Opportunity

At Redwood Trust, we are committed to fostering an inclusive workplace where diversity is valued, and everyone has the opportunity thrive.
We welcome applications from individuals of all backgrounds and experiences.
We are an equal opportunity employer and value diversity at our company.
We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.