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Finance of America · 19 hours ago

Service Desk Engineer

United States

Full-time

Remote

Mid Level

$65K/yr - $80K/yr

4+ years exp

Finance of America helps homeowners 55+ access the equity they’ve built while staying in full control of their home and their financial future. The Service Desk Engineer is responsible for providing advanced technical support to end users across the organization, resolving complex technical issues, and contributing to the continuous improvement of IT support processes.

BankingFinancial ServicesLending

Responsibilities

Provides advanced technical support to end users through ticketing systems, phone, email, and chat, accurately diagnosing and resolving complex issues

Independently maintains and supports end-user computing environments, ensuring stability, performance, and adherence to IT standards

Escalates issues to specialized IT teams such as networking, messaging, or infrastructure teams as needed, providing thorough documentation and analysis

Delivers occasional “white-glove” technical support to executives and designated VIP users

Installs, configures, and maintains approved software, system updates, and security patches

Participates in IT projects such as system rollouts, upgrades, and technology refresh initiatives

Reviews existing IT support processes and identifies opportunities for efficiency, standardization, and service improvement

Creates and maintains technical and process documentation for supported systems and applications

Performs other duties as assigned

Qualification

Desktop supportWindows 10/11Active DirectoryCompTIA A+AWSJira Service ManagementCommunication skillsProblem-solving skillsAttention to detail

Required

Minimum of 4 years of experience in a help desk or IT support environment, including at least 1 year of hands-on desktop support experience

Demonstrated ability to work independently while collaborating effectively with a technical team

Strong experience supporting desktops, laptops, printers, mobile devices, and peripheral hardware

Working knowledge of Windows 10/11, Microsoft Office applications, Active Directory, and endpoint management tools

Familiarity with tools and platforms such as AWS, Intune, Jira and Jira Service Management, Entra (Azure AD), SharePoint, ZScaler, or comparable technologies

Understanding of enterprise IT infrastructure, including networking concepts, VPN configuration, and system maintenance

Strong troubleshooting, analytical, and problem-solving skills in a dynamic technical environment

Excellent written and verbal communication skills with a strong customer-service orientation

Ability to prioritize tasks, manage multiple issues simultaneously, and maintain attention to detail

Bachelor's Degree or comparable qualifications

Information Technology, Computer Science, or a related field

Preferred

CompTIA A+ or related CompTIA certifications

Microsoft certifications

Benefits

Health

Dental

Vision

Life insurance

Paid time-off benefits

Flexible spending account

401(k) with employer match

ESPP

Company

Finance of America

Finance of America Reverse LLC dba Finance of America (NMLS 2285) is the consumer brand and reverse mortgage operating subsidiary of its parent company, Finance of America Companies Inc.

Founded in 2013

New York, New York, USA

501-1000 employees