Service Desk Engineer

10am - 7pm shift

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.

• Utilize AI-enabled support tools and knowledge platforms to improve incident resolution times and service quality.
• Support Microsoft 365, Entra , 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.

• 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  (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 Connect Wise, Service Now, 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.

• 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…