30 days old

IT Support Specialist

Redwood Trust Inc
Mill Valley, CA 94941
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  • Job Code
    191114238

Position Summary

The IT Support Specialist role is to provide Tier II support for the organizations internal technology needs including IT application support to the Redwood Trust business team. This role requires a service-oriented mentality and a high sense of ownership for assigned requests. Duties in this position include troubleshooting software and hardware issues, managing Active Directory, and providing user access to systems and services. This individual will apply proven communication skills, problem-solving skills, and will be highly organized.

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.

Responsibilities & Duties

  • Provide hardware and software support for both onsite and offsite employees, including PCs/Macs, Smartphones, printers, A/V equipment, and associated accessories
  • Follow Redwood Trust IT Service Desk policies and procedures
  • Must be able to effectively work in the office as well as remote on a hybrid schedule
  • Act as the primary point of contact between the business operations and IT team members regarding service tickets, outages, and other communications
  • Consistently, accurately, and in a timely fashion address service requests and issues in the Service Desk ticketing system, triaging tickets to other members of the IT team when necessary or appropriate.
  • Can understand requests and prioritize service tickets appropriately based on end user needs
  • Ensure that tickets are completed within SLAs based on priority
  • Educate end users promptly and professionally on resolutions in response to their service tickets
  • Research, evaluate, and provide feedback and/or suggestions on problematic trends to develop a resolution, a fix, or workaround to end users issues
  • Work on special projects or tasks to develop and improve operating efficiency of the Service Desk
  • Must be able to assist in identifying irregularities or bugs occurring in supported applications
  • Must be able to effectively and professionally communicate complex issues both verbally and written to business users as well as third party support teams
  • Must have attention to detail and good technical judgment
  • Detail oriented with strong organizational and problem-solving skills
  • Ability to work independently in a dynamic and fast paced environment
  • Willing to participate in a rotating oncall schedule
  • Perform other related duties as assigned or required

Required Experience/Education

  • 3+ years experience providing user support in a Windows environment supporting hardware and software in a Tier II Service Desk environment
  • 2 years of experience working with proprietary application software support in a fast paced and dynamic environment
  • Demonstrated experience and strong proficiency supporting Microsoft technologies.
  • Knowledge of ITIL and ITSM concepts.
  • Experience with Jira, Active Directory, Office365, and SaaS applications would be a significant plus
  • Demonstrated experience in at least three of the following:
    1. Microsoft Windows
    2. Apple MacOS
    3. Networking
    4. Supporting SaaS applications (Box, Salesforce, Jira, etc)
    5. Active Directory or Azure AD administration
    6. VMWare
    7. O365 or Microsoft Exchange Administration
    8. Software installation and troubleshooting
    9. PC Hardware troubleshooting
    10. Remote support of end users
  • Strong aptitude for learning and diagnosing software and hardware problems
  • Excellent research abilities to supplement experience in resolving issues and providing advice/recommendations on technical subjects
  • Demonstrated experience with Active Directory administration and general troubleshooting of hardware and software
  • Must be able to communicate complex issues effectively and professionally both verbally and written to business users as well as third party support teams
  • Must have attention to detail and good technical judgment
  • Detail oriented with strong organizational and problem-solving skills
  • Ability to work independently in a dynamic and fast paced environment


Please be aware that Redwood Trust requires all employees to be vaccinated for COVID-19. This position will require the successful candidate to show proof of vaccination against COVID-19. If the candidate has not yet received the COVID-19 vaccination they may do so through Redwood Trust and any offer is contingent on receipt of the first dose of the vaccine and requires the candidate to complete all doses of the vaccine. Redwood Trust is an equal opportunity employer, and will provide reasonable accommodation to those individuals who are unable to be vaccinated consistent with federal, state, and local law.

The actual salary offer to the successful candidate will be based on job-related education, geographic location, training, licensure and certification, and other factors. Redwood also offers a competitive benefit package including 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, and 401K matching.

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. For more information about our Company, please look up the Redwood Review, published quarterly, available on our website, www.redwoodtrust.com.





PI191114238

Posted: 2022-09-07 Expires: 2022-10-09

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IT Support Specialist

Redwood Trust Inc
Mill Valley, CA 94941

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