Hybrid Service Desk Engineer

at Business Wire

• Job title: Service Desk Engineer
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $70,000 - $75,000 per year
• Degree requirement: Bachelor's Degree
• Tech skills: ITSM, Jamf, MacOS
• Location requirements: Hybrid, San Francisco, United States

About the role

• Service Desk Engineer providing technical support and troubleshooting for Business Wire employees. Managing hardware, operating systems, and applications to ensure effective IT service delivery.

Responsibilities

• Support the End User Technology environment across various applications and hardware (Windows & Mac).
• Respond to IT service requests from employees via chat, phone, email, or ticketing system promptly and professionally.
• Administers Jamf and Microsoft Intune to manage macOS and Windows endpoints, ensuring devices remain compliant and properly configured throughout their lifecycle.
• Deploys and maintains software packages and application versioning across managed endpoints including testing and validating updates prior to rollout.
• Supports zero-touch provisioning workflows for Mac and Windows devices, enabled automated enrollment, configuration, and security policy enforcement upon first boot.
• Supports endpoint and user lifecycle processes through automation scripting and implements workflow automations that improve response and resolutions times.
• Administers OKTA to support user provisioning, MFA policies, group assignments, and application access management.
• Configures and maintains SAML and OIDC SSO integrations to provide secure, seamless access to business applications.
• Install, configure, and maintain IT equipment and software in alignment with company standards. Create and maintain technical/process documentation.
• Provide technology training.
• Document activities in ticketing system and maintain IT inventory and records.
• Escalate complex or unresolved issues to senior IT staff or management.
• Entitlement enrollment/disenrollment.
• Additional duties as required.

Requirements

• 4 years of IT Service Desk experience.
• Demonstrate technical proficiency providing Microsoft and Mac desktop and network support.
• Experience supporting common software products, such as Windows/Mac operating systems, Office365, Active Directory, VPN, Antivirus, and Okta.
• Experience with using and supporting IT service management tools, like Jira, and knowledge of best practices (ITIL).
• Experience with endpoint device management solutions (JAMF, Intune).
• Ability to work independently and as part of a team.
• Ability to troubleshot under pressure, handle multiple priorities, while providing exemplary customer service and professional demeanor.
• Ability to learn new technologies and skills.
• Basic scripting knowledge.
• Certification such as CompTIA A+, CompTIA Net+, ITIL, and Microsoft 365 are a plus.

Benefits

• 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!