Sr. Service Desk Engineer

Service Desk Engineer

Redwood Trust, Inc. 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.

About the Role:

We are seeking an experienced Service Desk Engineer to serve as the primary point of contact for internal technology support and is responsible for delivering exceptional customer service while resolving technical issues across a variety of platforms, devices, and applications. This role provides first- and second-level support for end users, manages incidents and service requests, assists with user onboarding and offboarding, supports endpoint and mobile device management, and collaborates with other IT teams to ensure reliable technology services.

Engineer plays a critical role in maintaining productivity across the organization through timely issue resolution, proactive communication, and continuous process improvement.

Key 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, One Drive, 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.

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  (Azure AD), Teams, Outlook, SharePoint, and One Drive.
• 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.

Experience:

• 5+ years of experience in Service Desk, End User Computing (EUC), Desktop Engineering, or IT Infrastructure support roles within enterprise…