Senior Service Desk Technician

Business Wire; San Francisco (CA); Remote; USD 85,000 - 91,000; Full time

Benefits offered by this job

Remote work

Health benefits

Fitness stipend

Tuition reimbursement

401(k) match

PTO & holidays

Job summary

Business Wire, a Berkshire Hathaway company, seeks a Senior Service Desk Technician to lead and deliver high-quality end-user technology support across Windows and macOS environments. You will drive complex incidents, mentor technicians, and collaborate with internal teams and vendors to ensure service excellence.

The role emphasizes ownership of business-critical incidents, on-call support, and continuous improvement of service delivery through automation and best practices.

Qualifications

• 5+ years in a Service Desk or Help Desk.
• Strong knowledge of Windows 10/11 and macOS.
• Proficiency with Microsoft 365 cloud services (Exchange Online, Entra ID, Intune).
• Experience with endpoint management tools (Jamf and Intune).
• Experience with ITSM/ticketing platforms (ServiceNow, Jira).
• Solid understanding of ITIL, Incident and Problem Management.
• Working knowledge of basic networking and security concepts (2+ years).
• Hands-on experience administering Okta including SSO, MFA, provisioning workflows.
• Ability to work independently while collaborating within a team.
• Strong troubleshooting skills under pressure and ability to handle multiple priorities.
• Commitment to excellent customer service.
• Scripting experience (PowerShell, Bash) preferred.
• Experience with automation/workflows and zero-touch provisioning preferred.
• Experience leading projects or mentoring junior technicians preferred.
• Experience coordinating with vendors and third-party support providers preferred.

Responsibilities

• Lead and assist Service Desk Technicians in supporting employees and clients.
• Act as senior escalation point for complex incidents.
• Own critical incidents through resolution, coordinating with Infrastructure, Security, Engineering, and vendors.
• Respond promptly to outages and access issues with sound judgment.
• Drive incidents to completion with timely updates to stakeholders.
• Participate in on-call rotations, including after-hours escalations.
• Lead or contribute to Service Desk projects to improve delivery.
• Collaborate with Technology teams following industry best practices.
• Provide advanced troubleshooting for Windows 10/11 and macOS devices.
• Support a wide range of applications, hardware, peripherals, and connectivity issues.
• Administer endpoint management platforms (Intune, Jamf) ensuring device compliance.
• Support zero-touch provisioning and automated enrollment workflows for Mac/Windows.
• Install, configure, and maintain IT equipment per company standards.
• Administer Microsoft cloud services (Exchange Online, Entra ID, Intune).
• Support identity platforms such as Okta, including MFA and provisioning workflows.
• Work with vendors to resolve issues quickly.
• Automate workflows and improve endpoints lifecycle processes.
• Document incidents, root cause analyses, and resolutions in ticketing system.
• Create and maintain technical docs, runbooks, and knowledge bases.
• Provide technical leadership, mentoring, and escalation support.
• Deliver technology training and knowledge sharing to end users.
• Communicate clearly with users at all levels.

Skills

Customer service

Troubleshooting

Mentoring

Communication

Team collaboration

On-call experience

Project leadership

Independent work

Tools

Jamf

Intune

Exchange Online

Entra ID

Okta

PowerShell

Bash

ServiceNow

Jira

Job description

Business Wire, a Berkshire Hathaway company, is the global market leader in press release distribution and regulatory disclosure. We are on a mission to redefine how organizations connect with their audiences - and that’s just the beginning! Organizations, large and small, depend on us to accurately publicize market-moving news and multimedia, and generate social engagements that develop interactions with their target audiences.

The Senior Service Desk Technician plays a critical role in delivering high-quality end-user technology support while providing operational leadership within the Service Desk. This role supports Windows and macOS environments, leads complex incident resolution and service desk initiatives, and collaborates closely with internal Technology teams and vendors to ensure service excellence aligned with best practices.

The ideal candidate combines strong technical expertise and the ability to lead through action by helping technicians, improving operational processes, driving accountability, and continuously improving Service Desk delivery.

What You'll Do

• Lead and assist Service Desk Technicians in supporting internal employees and external clients.
• Act as a senior escalation point for complex or unresolved incidents.
• Take ownership of business-critical incidents through resolution, coordinating with Infrastructure, Security, Engineering, and third-party vendors as required.
• Demonstrate urgency and sound judgment when responding to user-impacting outages, access issues, and executive escalations.
• Drive incidents through completion and ensure stakeholders receive timely communication and status updates.
• Participate in and support on-call rotations, including after-hours escalations.
• Lead or contribute to Service Desk–focused projects, with attention to improving roles, responsibilities, and service delivery.
• Collaborate proactively with Technology teams using industry best practices.
• Provide advanced troubleshooting and support for Windows 10/11 and macOS devices.
• Support a wide range of applications, hardware, peripherals, and connectivity issues.
• Administer endpoint management platforms, including Microsoft Intune and Jamf, ensuring device compliance throughout the lifecycle.
• Support zero-touch provisioning and automated enrollment workflows for Mac and Windows devices.
• Install, configure, and maintain IT equipment and software in alignment with company standards.
• Administer Microsoft cloud services, including Exchange Online, Entra ID (Azure AD), and Intune.
• Support identity and access management platforms such as Okta, including user provisioning, MFA, group management, and entitlement enrollment/disenrollment.
• Work directly with vendors and third parties to resolve service-impacting issues in a timely manner.
• Support endpoint and user lifecycle processes through automation and basic scripting.
• Recommend and implement workflow improvements to reduce resolution time and improve service quality.
• Accurately document incidents, requests, root cause analysis, and resolutions in the ticketing system.
• Own the creation and maintenance of technical documentation, operational procedures, support runbooks, and knowledge base articles.
• Provide hands-on technical leadership, mentoring, and operational guidance while serving as the primary escalation resource for the Service Desk team
• Deliver technology training and knowledge-sharing sessions for end users.
• Communicate clearly and professionally with users at all levels of the organization.

What You'll Need

• 5+ years of experience in a Service Desk or Help Desk environment.
• Strong knowledge of Windows 10/11 and macOS support.
• Proficiency with Microsoft 365 cloud services (Exchange Online, Entra ID, Intune).
• Strong experience with endpoint management tools, especially Jamf and Intune.
• Experience with ITSM/ticketing platforms (ServiceNow, Jira, or similar).
• Solid understanding of ITIL practices, especially Incident and Problem Management.
• Working knowledge of basic networking and security concepts (2+ years).
• In-depth, hands‑on experience administering identity platforms such as Okta, including SSO integrations, MFA policies, and provisioning workflows.
• Ability to work independently while collaborating effectively within a team.
• Strong troubleshooting skills with the ability to perform under pressure and handle multiple priorities.
• Demonstrated commitment to providing excellent customer service.
• Basic scripting experience (PowerShell, Bash, or similar) preferred.
• Experience supporting automation workflows and zero‑touch device provisioning preferred.
• Prior experience leading projects or mentoring junior technicians preferred.
• Experience coordinating with vendors and third‑party support providers preferred.

Business Wire will not sponsor a new applicant for employment authorization for this position.

What We Offer

• The base salary range for this position is $85K to $91K/year. Offered salary will be determined by several factors, including but not limited to: applicant’s education, experience, knowledge, skills and abilities, as well as internal equity and alignment with geographic market data. Business Wire reserves the right to modify this salary range at any time.

Business Wire’s total rewards include:

• Ability to work remotely
• Excellent health benefits that begin on your first day of employment
• $100 monthly fitness allotment, a tuition reimbursement program, and enhanced mental health resources
• 401(k) plan with generous company match, and annual profit sharing contribution (subject to company performance)
• PTO, Floating Holidays, Wellness Day Off, Birthday Day Off, and more!

A pre‑employment background check will be required after the acceptance of an offer. Business Wire is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Pursuant to the San Francisco Fair Chance Ordinance and other similar state laws and local ordinances, and its internal policy, Business Wire will also consider for employment qualified applicants with arrest and conviction records.