Senior Service Desk Technician

Business Wire, a Berkshire Hathaway company, is the global market leader in press release distribution and regulatory disclosure. We are on a mission to redefine how organizations connect with their audiences - and that’s just the beginning! Organizations, large and small, depend on us to accurately publicize market-moving news and multimedia, and generate social engagements that develop interactions with their target audiences.

The Senior Service Desk Technician plays a critical role in delivering high-quality end-user technology support while providing operational leadership within the Service Desk. This role supports Windows and macOS environments, leads complex incident resolution and service desk initiatives, and collaborates closely with internal Technology teams and vendors to ensure service excellence aligned with best practices.

The ideal candidate combines strong technical expertise and the ability to lead through action by helping technicians, improving operational processes, driving accountability, and continuously improving Service Desk delivery.

• Lead and assist Service Desk Technicians in supporting internal employees and external clients.
• Act as a senior escalation point for complex or unresolved incidents.
• Take ownership of business-critical incidents through resolution, coordinating with Infrastructure, Security, Engineering, and third-party vendors as required.
• Demonstrate urgency and sound judgment when responding to user-impacting outages, access issues, and executive escalations.
• Drive incidents through completion and ensure stakeholders receive timely communication and status updates.
• 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  (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.
• Own the creation and maintenance of technical documentation, operational procedures, support runbooks, and knowledge base articles.
• Provide hands-on technical leadership, mentoring, and operational guidance while serving as the primary escalation resource for the Service Desk team
• Deliver technology training and knowledge-sharing sessions for end users.
• Communicate clearly and professionally with users at all levels of the organization.

• 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 , Intune).
• Strong experience with endpoint management tools,…