Senior Technician

Senior Technician

Fitch Group is currently seeking a Service Desk Technician based out of our New York office. As a leading, global financial information services provider, Fitch Group delivers vital credit and risk insights, robust data, and dynamic tools to champion more efficient, transparent financial markets. With over 100 years of experience and colleagues in over 30 countries, Fitch Group's culture of credibility, independence, and transparency is embedded throughout its structure, which includes Fitch Ratings, one of the world's top three credit ratings agencies, and Fitch Solutions, a leading provider of insights, data and analytics.

With dual headquarters in London and New York, Fitch Group is owned by Hearst. Fitch's Technology & Data Team is a dynamic department where innovation meets impact. Our team includes the Chief Data Office, Chief Software Office, Chief Technology Office, Emerging Technology, Shared Technology Services, Technology, Risk and the Executive Program Management Office (EPMO). Driven by our investment in cutting-edge technologies like AI and cloud solutions, we're home to a diverse range of roles and backgrounds united by a shared passion for leveraging modern technology to drive projects that matter to our organization and clients.

We are also proud to be recognized by Built In as a "Best Place to Work in Technology" 3 years in a row. Whether you're an experienced professional or just starting your career, we offer an exciting and supportive environment where you can grow, innovate, and make a difference.

The Fitch Group Global Service Desk is a fast paced, diverse and exciting team with a passion for customer service, user experience and technology. The Service Desk provides 24x5 IT support to over 6,000 Fitch Group users globally.

Own incidents and requests end-to-end: triage, troubleshoot, resolve, and document—driving tickets to closure with a strong focus on root cause and quality. Provide advanced remote and in-person support for Windows and Mac endpoints, collaboration tooling, and corporate applications. Diagnose and resolve complex issues across Microsoft 365 (Outlook, Teams, One Drive, SharePoint), endpoint management (Intune and SCCM), and Video Conferencing (Cisco). Perform structured troubleshooting using logs, system tools, event viewer, device management portals, and known error patterns;

identify recurring issues and propose fixes. Escalate effectively and manage escalations: ensure the right technical detail is captured, coordinate with escalation teams, and maintain ownership until resolution. Improve the Service Desk by contributing to knowledge articles, standard operating procedures, and coaching peers on repeat issues and best practices. Deliver efficient onboarding/offboarding with a focus on day-one readiness, access provisioning, device readiness, and a smooth user experience.

Keep users informed through clear, timely updates—translating technical detail into business-friendly language. Participate in a shared on-call rotation to provide weekend support, ensuring continuous coverage for our global user base.

2+ years' experience in a Service Desk/IT Support environment with demonstrable Level 2 troubleshooting responsibility. Strong working knowledge of Windows 11 and macOS support in an enterprise environment (plus iOS support). Confident troubleshooting Microsoft 365 (Teams, One Drive sync issues, Outlook profile/authentication, permissions/sharing, add-ins). Experience with endpoint management concepts and tooling (e.g., Intune, device compliance, app deployment, profiles/policies). Comfortable using an ITSM tool (e.g., Jira Service Management) with strong ticket hygiene: categorisation, prioritisation, documentation, and SLA awareness.

Excellent communication skills with the ability to lead the user through resolution and set expectations clearly. Willingness and availability to participate in an on-call rotation.

Experience supporting executive/VIP users in a corporate environment. Hands-on macOS management/troubleshooting with Jamf…