Senior Service Desk Technician

Business Wire

Senior Service Desk Technician supporting end-user technology in a hybrid environment at Business Wire. Collaborating with Technology teams for service excellence and mentoring junior technicians.

Posted 7/24/2026full-timeSan Francisco • California • 🇺🇸 United StatesSenior💰 $85,000 - $91,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive experience in Service Desk operations, providing advanced support for Windows 10/11 and macOS devices, while effectively administering Microsoft 365 cloud services and endpoint management tools. Capable of leading projects, mentoring junior staff, and improving service delivery through automation and best practices.

Highest-signal resume keywords

Windows 10/11 SupportMicrosoft 365 Cloud ServicesEndpoint Management (Jamf, Intune)Identity Management (Okta)ITIL Practices

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Advanced TroubleshootingBasic Scripting (PowerShell, Bash)ITSM/Ticketing Platforms (ServiceNow, Jira)Zero-Touch ProvisioningNetworking Concepts

Soft Skills

Customer ServiceCollaborationMentoringCommunicationProblem-Solving

Tools & Technologies

Microsoft IntuneJamfExchange OnlineEntra ID (Azure AD)Okta

Industry Keywords

Service DeskHelp DeskIncident ManagementProblem ManagementAutomation Workflows

Tech Stack

Tools & technologies

AzureCloudITSMJamfMacOSServiceNow

About the role

Key responsibilities & impact

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.

Requirements

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.

Benefits

Comp & perks

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!