Senior Service Desk Technician

{
  "content_hash": "1119278d0cb36774d8fabd24f2ca21d9429fa8bacb2c78e6add66a4b81f0023a",
  "source_hash": "66eb06099eaaf918c1b9ff1d28cf6a47bb95fffe63ca97a2a6bfd41a76c29522",
  "last_changed_at": "2026-06-04T11:28:55.666Z",
  "active_status": "active"
}

{
  "language": "en",
  "location": {
    "raw": "San Francisco, CA/Hybrid",
    "city": "San Francisco",
    "region": "CA",
    "country": "United States",
    "is_remote": false,
    "confidence": 0.9
  },
  "salary_max": 91000,
  "salary_min": 85000,
  "inferred_at": "2026-06-06T19:49:27.770Z",
  "launch_scope": {
    "reason": "english_us_canada",
    "included": true,
    "language": "en",
    "location": {
      "raw": "San Francisco, CA/Hybrid",
      "city": "San Francisco",
      "region": "CA",
      "country": "United States",
      "is_remote": false,
      "confidence": 0.9
    },
    "countries": [
      "United States"
    ]
  },
  "remote_policy": "hybrid",
  "salary_period": "year",
  "workplace_type": "hybrid",
  "salary_currency": "USD"
}

{}

{
  "lists": [
    {
      "text": "What You'll Do",
      "content": "\n<li>Lead and assist Service Desk Technicians in supporting internal employees and external clients.</li>\n<li>Act as a senior escalation point for complex or unresolved incidents.</li>\n<li>Participate in and support on-call rotations, including after-hours escalations.</li>\n<li>Lead or contribute to Service Desk–focused projects, with attention to improving roles, responsibilities, and service delivery.</li>\n<li>Collaborate proactively with Technology teams using industry best practices.</li>\n<li>Provide advanced troubleshooting and support for Windows 10/11 and macOS devices.</li>\n<li>Support a wide range of applications, hardware, peripherals, and connectivity issues.</li>\n<li>Administer endpoint management platforms, including Microsoft Intune and Jamf, ensuring device compliance throughout the lifecycle.</li>\n<li>Support zero-touch provisioning and automated enrollment workflows for Mac and Windows devices.</li>\n<li>Install, configure, and maintain IT equipment and software in alignment with company standards.</li>\n<li>Administer Microsoft cloud services, including Exchange Online, Entra ID (Azure AD), and Intune.</li>\n<li>Support identity and access management platforms such as Okta, including user provisioning, MFA, group management, and entitlement enrollment/disenrollment.</li>\n<li>Work directly with vendors and third parties to resolve service-impacting issues in a timely manner.</li>\n<li>Support endpoint and user lifecycle processes through automation and basic scripting.</li>\n<li>Recommend and implement workflow improvements to reduce resolution time and improve service quality.</li>\n<li>Accurately document incidents, requests, root cause analysis, and resolutions in the ticketing system.</li>\n<li>Maintain technical documentation, process guides, and knowledge base articles.</li>\n<li>Provide technical guidance and mentoring to junior Service Desk staff.</li>\n<li>Deliver technology training and knowledge-sharing sessions for end users.</li>\n<li>Communicate clearly and professionally with users at all levels of the organization.</li>\n"
    },
    {
      "text": "What You'll Need",
      "content": "\n<li>5+ years of experience in a Service Desk or Help Desk environment.</li>\n<li>Strong knowledge of Windows 10/11 and macOS support.</li>\n<li>Proficiency with Microsoft 365 cloud services (Exchange Online, Entra ID, Intune).</li>\n<li>Strong experience with endpoint management tools, especially Jamf and Intune.</li>\n<li>Experience with ITSM/ticketing platforms (ServiceNow, Jira, or similar).</li>\n<li>Solid understanding of ITIL practices, especially Incident and Problem Management.</li>\n<li>Working knowledge of basic networking and security concepts (2+ years).</li>\n<li>In-depth, hands-on experience administering identity platforms such as Okta, including &nbsp;SSO integrations, MFA policies, and provisioning workflows.</li>\n<li>Ability to work independently while collaborating effectively within a team.</li>\n<li>Strong troubleshooting skills with the ability to perform under pressure and handle multiple priorities.</li>\n<li>Demonstrated commitment to providing excellent customer service.</li>\n<li>Basic scripting experience (PowerShell, Bash, or similar) preferred.</li>\n<li>Experience supporting automation workflows and zero-touch device provisioning preferred.</li>\n<li>Prior experience leading projects or mentoring junior technicians preferred.</li>\n<li>Experience coordinating with vendors and third-party support providers preferred.</li>\n"
    },
    {
      "text": "What We Offer",
      "content": "\n<li>The base salary range for this position is $85K to $91K/year.&nbsp; 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.&nbsp; Business Wire reserves the right to modify this salary range at any time.</li>\n\n<div>&nbsp;</div>\n<div>Business Wire’s total rewards include:</div>\n\n<li>Ability to work remotely</li>\n<li>Excellent health benefits that begin on your first day of employment</li>\n<li>$100 monthly fitness allotment, a tuition reimbursement program, and enhanced mental health resources</li>\n<li>401(k) plan with generous company match, and annual profit sharing contribution (subject to company performance)</li>\n<li>PTO, Floating Holidays, Wellness Day Off, Birthday Day Off, and more!</li>\n"
    }
  ],
  "country": "US",
  "createdAt": 1780519399820,
  "updatedAt": null,
  "categories": {
    "team": "Information Technology",
    "location": "San Francisco, CA/Hybrid",
    "commitment": "Full Time",
    "allLocations": [
      "San Francisco, CA/Hybrid"
    ]
  },
  "salaryRange": null,
  "workplaceType": "hybrid"
}