LogoFresh Jobs Ahead
Business Wire
Business Wire
501 – 1,000 Employees
MarketingMediaPublic Relations
Business Wire distributes press releases and provides public relations and investor relations services, including media targeting, analytics, and corporate disclosure and filing support. Its distribution network spans more than 100,000 media outlets and over 200 industry and trade categories worldwide. The company also publishes case studies, webinars, and educational resources for industry professionals.
LinkedIn
Company Jobs

Senior Service Desk Technician

Lead complex support escalations, manage endpoint systems, and help employees and clients resolve technical issues. Business Wire distributes press releases and regulatory disclosures worldwide.

USUnited StatesCACalifornia
$85,000 – $91,000 / year
HybridFull-timeSeniorEnglish RequiredGeneralTechnician
AzureCloudITSMJamfMacOSServiceNow

Description

  • Lead and support service desk technicians assisting employees and external clients.
  • Serve as the senior escalation contact for complex or unresolved incidents.
  • Coordinate business-critical incidents through resolution with infrastructure, security, engineering, and vendor teams.
  • Address service outages, access problems, and executive support escalations.
  • See incidents through to resolution and keep stakeholders informed with timely updates.
  • Join on-call rotations and handle escalations outside regular hours.
  • Lead or contribute to service desk projects and improve support delivery.
  • Work with technology teams in line with established industry practices.
  • Troubleshoot Windows 10/11 and macOS devices at an advanced level.
  • Resolve issues involving applications, hardware, peripherals, and connectivity.
  • Manage endpoint platforms such as Microsoft Intune and Jamf.
  • Support automated enrollment and zero-touch setup for Mac and Windows devices.
  • Install, configure, and maintain IT equipment and software.
  • Manage Microsoft cloud services, including Exchange Online, Entra ID (Azure AD), and Intune.
  • Support identity and access tools such as Okta, including account provisioning, MFA, group administration, and entitlement changes.
  • Work with vendors and external providers to resolve service disruptions.
  • Support endpoint and user lifecycle tasks through automation and basic scripting.
  • Identify and implement improvements to support workflows.
  • Record incidents, requests, root causes, and resolutions in the ticketing system.
  • Maintain technical documentation, procedures, runbooks, and knowledge base content.
  • Provide technical direction, mentoring, and operational guidance as the primary escalation resource.
  • Deliver technology training and knowledge-sharing sessions for users.
  • Communicate clearly and professionally with people at every organizational level.

Requirements

  • At least five years of experience in a service desk or help desk role.
  • Strong knowledge of Windows 10/11 and macOS support.
  • Proficiency with Microsoft 365 cloud services, including Exchange Online, Entra ID, and Intune.
  • Substantial experience with endpoint management tools, particularly Jamf and Intune.
  • Experience using ITSM or ticketing platforms such as ServiceNow or Jira.
  • Good understanding of ITIL practices, especially incident and problem management.
  • At least two years of working knowledge of networking and security fundamentals.
  • Hands-on experience administering identity platforms such as Okta, including SSO integrations, MFA policies, and provisioning workflows.
  • Ability to work independently and collaborate effectively with a team.
  • Strong troubleshooting ability, composure under pressure, and skill managing competing priorities.
  • Commitment to delivering excellent customer service.
  • Basic scripting experience with PowerShell, Bash, or a similar tool is preferred.
  • Experience with automation workflows and zero-touch device provisioning is preferred.
  • Experience leading projects or mentoring junior technicians is preferred.
  • Experience coordinating with vendors and third-party support providers is preferred.
  • A background check is required after an offer is accepted.

Benefits

  • Option to work remotely.
  • Comprehensive health benefits starting on the first day of employment.
  • $100 monthly fitness allowance.
  • Tuition reimbursement program.
  • Additional mental health resources.
  • 401(k) plan with a generous company match.
  • Annual profit-sharing contribution, depending on company performance.
  • Paid time off.
  • Floating holidays.
  • A designated wellness day off.
  • A day off for your birthday.

Related Jobs