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Full-time
associate degree, bachelor degree, professional certificate
Posted 27d ago
~40 hrs/week
Responsibilities
Provide first and second-level technical support for a global client base across cloud, security, and endpoint technologies. Manage incidents, service requests, and security alerts while utilizing AI-enabled tools to improve resolution efficiency.
Requirements
Requires 2+ years of experience in a service desk or MSP environment with strong knowledge of the Microsoft 365 ecosystem. An associate or bachelor's degree in IT or a related field is preferred along with foundational certifications like CompTIA A+.
Full job description
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.
\nResponsibilities
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.
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.
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Related keywords
Microsoft 365Entra IDIntuneDefenderTeamsSharePoint OnlineActive DirectoryWindows 11macOSiOSAndroidMFAConditional AccessAzureAWSVDI
The AI-powered MSP redefining how I.T. is experienced.
Industry
IT Services and IT Consulting
Company size
201-500 employees
Founded
1989
Headquarters
New York, NY
LinkedIn followers
16,919
RFA is the AI-powered MSP redefining how I.T. is experienced by financial services firms.
Powered by the Titan AI platform, RFA embeds automation, monitoring, and analytics directly into IT operations, proactively identifying and resolving issues before they become business disruptions. With 35+ years of experience, a global presence across 14 locations, and managed cybersecurity, compliance, cloud, and end-user services, RFA brings deep expertise to fast-moving, highly regulated organizations.
AI is not an add-on. It is built into every layer of operations so your team can focus on what matters most.
Offices: 300 Madison Ave, #1900, New York, NY 10017, US · 7-10 Chandos Street, second floor, London, England, GB · 125 Summer Street, Boston, MA 02110, US · 2 Manhattanville Road, Purchase, NY 10577, US · 330 Madison Avenue, New York, NY 10017, US
Information TechnologyDisaster Recovery and Business ContinuityCloud ServicesFinancial ServicesHedge FundsFully-Managed ITProject ManagementPrivate Equity FundsInvestment and Private Wealth ManagementCyber Security
How much do Security & Safety jobs in New York pay?
Based on 2586 listings with disclosed salaries, most security & safety jobs in New York pay between $70k–$180k per year. Individual offers vary with seniority, company size, and specialization.
How many Security & Safety jobs are open in New York right now?
There are currently 7,462 open security & safety positions in New York listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Security & Safety roles in New York?
Companies currently hiring include Allied Universal, New York City Housing Authority (NYCHA), First Student, The TJX Companies, Inc., MileHigh Adjusters Houston, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Security & Safety jobs in New York?
Yes — 1018 of the 7462 open security & safety positions offer remote or hybrid work (246 remote, 772 hybrid).
How do I apply for Security & Safety jobs in New York?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.