Business Wire

Technician

• Lead and assist Service Desk Technicians in supporting internal employees and external clients.
• Act as a senior escalation point for complex or unresolved incidents.
• 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.
• Maintain technical documentation, process guides, and knowledge base articles.
• Provide technical guidance and mentoring to junior Service Desk staff.
• Deliver technology training and knowledge-sharing sessions for end users.
• Communicate clearly and professionally with users at all levels of the organization.

Senior Service Desk Technician

Technical Product Manager

• Champion our customers, identify customer pain points and new product opportunities, make decisions on product features and functionality, solve challenging problems, influence design and architecture, and turn ideas into customer delight.
• Develop product enhancement requirements, from conceptualization through user story development and user acceptance testing.
• Own and drive the product vision utilizing experience to solve problems and improve the customer experience based on customer needs and goals.
• Bring people together and collaborate across the organization with design, engineering, marketing, sales, and customer support teams to drive clarity and alignment, build consensus, make decisions, help define, prioritize and push forward the product roadmap.
• Dive into analytics and available data to define successful KPIs, monitor progress, identify opportunities and unveil trends
• Research competitive products and industry trends.
• Improve processes; we are constantly learning and improving, and making our product development process more effective.